Jollibee Việt Nam ★ 3.5

POSITION: MARKETING SPECIALIST for DELIVERY CHANNELS (Food Delivery Platforms, App & Website Management)

- Work location: Binh Thanh Dist - HCMC

- Report to: Omnichannel Marketing Manager (Expat) & Off-premis Marketing Manager (VNese)

- Work place: Binh Thanh District - HCMC

- Working time: Monday - Friday

JOB SUMMARY:

Responsible for supporting the execution and performance of off-premise marketing channels, including aggregators and digital platforms, through campaign coordination, data tracking, customer engagement, and partnership management.

PRIMARY RESPONSIBILITIES:

1. Off-premise Channels Project Execution & Digital Platform Management
• Execute off-premise business initiatives across aggregators (GrabFood, ShopeeFood) and digital ordering platforms (App, Website).
• Coordinate and manage campaign setup, promotion implementation, product/menu updates, push notifications, and aggregator menu activation across platforms.
• Ensure proper tagging and linking for performance tracking.
• Coordinate with Trade Marketing and agencies for timely content posting across digital touchpoints.
• Monitor campaign performance and provide post-campaign analysis with actionable insights.
• Support omnichannel digital transformation and platform integration projects.
• Execute aggregator media activations and omnichannel campaigns.

2. Cross-functional Alignment & Support
• Coordinate and process store information updates from Operations, including login accounts, store phone numbers, and platform-related information.
• Support campaign setup and image/content updates on off-premise channels requested by other departments.
• Coordinate with Operations teams to resolve arising issues on off-premise channels, including payment issues, loyalty/VIP card updates, and platform operational concerns.
• Support internal alignment across departments to ensure smooth campaign and platform executionExecute aggregator media activations and omnichannel campaigns.

3. Customer Feedback & Service Coordination
• Gather, monitor, and summarize customer feedback and feedback ratings from app platforms, aggregator reviews, hotline channels, and other touchpoints.
• Maintain and update FAQs, response templates, and customer service guidelines for digital platforms.
• Coordinate with relevant departments to resolve customer experience and service-related issues.
• Ensure customer feedback tools and functions (survey, rating, contact forms) operate properly across platforms.
• Respond to customer feedback and raise tickets for customer recovery and issue resolution when feedback belongs to other departments.

4. Vendor / Partnership Support
• Coordinate administrative activities for off-premise and omnichannel projects, including reports, PO/PR processing, and meeting documentation.
• Coordinate with vendors, Procurement, and internal stakeholders on document submissions and project timelines.
• Execute partnership activities such as PepsiFund, aggregator co-promotions, and omnichannel campaigns.
• Coordinate and support contract handling with external partners and aggregators, including contract review, renewal tracking, and alignment with business and legal requirements.
• Maintain trackers for contracts, timelines, deliverables, and partnership activities.

5. Administration & Channel Management Support
• Monitor and consolidate weekly/monthly channel performance reports and KPIs (GMV, order volume, conversion rate, cancellation orders, app downloads, etc.).
• Conduct competitor benchmarking on promotions, pricing, visibility, and platform activities.
• Analyze channel performance and provide actionable insights to support business planning and optimization.
• Maintain and update SOPs, business rules, trackers, and operational documents.
• Support Omnichannel Store Memo tracking and management.
• Track omnichannel budget spending and support budget monitoring activities.
• Support other omnichannel and administrative tasks as assigned.

REQUIREMENTS:

1. Education

• Bachelor’s degree in Marketing, E-commerce, Communication, or a related field.

2. Experience

• 1–3 years of experience in Marketing, E-commerce, Aggregator/Delivery Platform Management, or Omnichannel Operations.
• Experience in QSR/F&B, FMCG, or Digital Consumer Brands is an advantage.
• Familiarity with food delivery platforms (GrabFood, ShopeeFood, etc.), CRM tools, and data dashboards.

3. Training / License / Certification

• Training in Digital Marketing, CRM, or E-commerce Operations is preferred.
• Certification in Google Analytics, Meta Ads, or similar digital marketing tools is a plus.
• Basic understanding of data privacy compliance and customer data handling.

4. Essential Traits

• Strong attention to detail and accuracy in data and report handling.
• Highly organized and able to manage multiple campaigns and stakeholders simultaneously.
• Good analytical thinking with the ability to extract insights from performance data.
• Effective communication and coordination skills across teams (Marketing, Operations, IT, Agencies).
• Proactive, solution-oriented, and possesses a strong sense of ownership.

5. Work conditions:

• Primarily office-based with occasional travel as required.

6. Managerial / Technical Leadership

• Critical Thinking
• Effective Communication
• Project Coordination
• Cross-functional Collaboration
• Performance Ownership
• Campaign Execution & Tracking
• CRM & Customer Engagement
• Data Analysis & Reporting

REQUIREMENTS:

1. Education

• Bachelor’s degree in Marketing, E-commerce, Communication, or a related field.

2. Experience

• 1–3 years of experience in Marketing, E-commerce, Aggregator/Delivery Platform Management, or Omnichannel Operations.
• Experience in QSR/F&B, FMCG, or Digital Consumer Brands is an advantage.
• Familiarity with food delivery platforms (GrabFood, ShopeeFood, etc.), CRM tools, and data dashboards.

3. Training / License / Certification

• Training in Digital Marketing, CRM, or E-commerce Operations is preferred.
• Certification in Google Analytics, Meta Ads, or similar digital marketing tools is a plus.
• Basic understanding of data privacy compliance and customer data handling.

4. Essential Traits

• Strong attention to detail and accuracy in data and report handling.
• Highly organized and able to manage multiple campaigns and stakeholders simultaneously.
• Good analytical thinking with the ability to extract insights from performance data.
• Effective communication and coordination skills across teams (Marketing, Operations, IT, Agencies).
• Proactive, solution-oriented, and possesses a strong sense of ownership.

5. Work conditions:

• Primarily office-based with occasional travel as required.

6. Managerial / Technical Leadership

• Critical Thinking
• Effective Communication
• Project Coordination
• Cross-functional Collaboration
• Performance Ownership
• Campaign Execution & Tracking
• CRM & Customer Engagement
• Data Analysis & Reporting