Job Description

Company DescriptionAbout Grab and Our WorkplaceGrab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.Get to Know the TeamThe Driver Community Engagement team is an experienced team responsible for inspiring loyalty by creating a trusted platform where our drivers can feel included, heard and appreciated, and know that their needs and interests are taken care of, both on and off the job. All of these goals are achieved with the guidance of our Community Engagement Framework. We are made up of individuals who are experienced in different aspects of resource mobilization, community building, project planning and customer service.If you are looking for the opportunity to serve and appreciate our on the road frontliners, then you should join our team!Get to Know the Role

• We are looking for an Online Community Engagement Specialist to cultivate and expand our online community of Driver and Delivery partners.
• This role is important to promoting positive relationships and sentiments by actively moderating and managing conversations on various social platforms, including Facebook and TikTok, on behalf of Grab. While the focus will be on online engagement, the Specialist will also be an integral part of the broader driver engagement team, participating in numerous initiatives that span both online and offline spheres.
• You will report into the Assistant Manager, Driver Engagement and this role is based in Petaling Jaya, working onsite.

The Critical Tasks You Will Perform

• Strategy Implementation: You will develop and execute strategies to manage overall sentiment, shape the narrative, and enhance engagement within the online community across different platforms.
• Content Creation: You will plan, research, and produce compelling content in alignment with our strategies.
• Social Media Management: You will oversee the daily operations and moderation of various social platforms, ensuring a smooth user experience and addressing technical issues as they arise.
• Monitor Activities: You will keep track of discussions, posts, and comments within the community to identify emerging themes or potential issues that require attention.
• Foster Engagement: You will drive discussions, respond to community queries, celebrate wins, and nurture a sense of belonging amongst community members.
• Analyze and Report: You will evaluate the effectiveness of community engagement through data analysis, preparing reports to share insights on community trends, sentiments, and feedback.
• Collaboration: You will collaborate with internal teams to deliver relevant content, address community concerns, and utilize community insights to enhance services or offerings.

QualificationsWhat Essential Skills You Will Need

• You have a profound understanding of social media dynamics, particularly on platforms such as Facebook and TikTok, and knowledge of audience targeting, content engagement, and algorithm functionality.
• You can create engaging content in Bahasa Malaysia and English, encompassing copywriting, visual creation, and video production.
• You have significant experience in managing online communities or roles involving customer interaction and engagement, with a clear understanding of how to stimulate and maintain engagement in a diverse online community.
• You have proficiency in various content creation and editing tools like CapCut, Adobe Illustrator, etc., and familiarity with online community platforms and analytics tools to effectively manage audience engagement and derive insights from the data.
• You have an understanding of basic customer service principles and techniques, coupled with a genuine passion for serving and engaging with people. Empathy and supportiveness when community members face difficulties or share feedback are essential.
• You have 3 years of working experience related to social media management and content creation.
• Hosting Virtual Events: Experience or skills in hosting virtual events like webinars, online meet-ups, Q&A sessions, or live discussions would be a significant advantage.
• Multilingual Skills: The ability to speak, read, and write in languages other than English and Bahasa Malaysia can enhance the candidate's effectiveness in communicating with a diverse member base.
• Project Management Skills: Understanding of project management principles to effectively manage multiple simultaneous initiatives, plan and execute engagement strategies, and collaborate with various teams.

Additional InformationLife at GrabWe care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At GrabWe are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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