Executive, Merchant Communications

We are looking for a Merchant Communications Executive to support merchant engagement across the entire merchant lifecycle, from onboarding and activation to retention and churn prevention. You will execute communication campaigns, manage merchant-facing content, and coordinate with cross-functional teams to ensure merchants receive timely, relevant, and effective communications.

Key Responsibilities

1. Lifecycle Communications

• Manage merchant communications throughout key lifecycle stages:

• Onboarding & Activation: App installation, account registration, device ordering, device delivery, setup, and first transaction activation.
• Adoption & Engagement: Settlement and withdrawal processes, reporting, billing cycles, promotions, product updates, and support resources.
• Retention: Product announcements, FAQ updates, campaigns, educational content, and community initiatives.
• Own, track and continuously improve merchant lifecycle communication KPIs e.g. Open Rate, CTR, and Unsubscribe Rate, etc.

2. Content & Channel Management

• Create and maintain merchant communications across Email, LINE OA, In-App Messages, Push Notifications, FAQ, Help Center, and Social Media.
• Develop merchant guides, training materials, tutorials, and campaign content.
• Ensure communication accuracy, consistency, and timely updates across all channels.
• Support merchant community and education initiatives.

3. Merchant Insights & Retention

• Monitor merchant feedback, engagement, and communication performance.
• Support re-engagement campaigns for inactive or at-risk merchants.
• Gather merchant insights from customer support, surveys, social media, and community channels.
• Coordinate with Product, Operations, Sales, and Customer Support teams to improve merchant experience.

Requirements

• Bachelor’s degree in Marketing, Communications, Business Administration, or a related field.
• 1–3 years of experience in Communications, CRM, Marketing, Customer Success, Content Management, or related functions.
• Strong communication skills in both Thai and English.
• Experience with CRM, email marketing, LINE OA, social media, or customer engagement platforms is preferred.
• Highly organized, detail-oriented, and capable of managing multiple projects in a fast-paced environment.
• Ability to create simple communication assets, including Canva designs, banners, or social media creatives, is a strong advantage.
• Intermediate analytical and reporting skills, with the ability to derive key insights from customer feedback and social voices and translate them into actionable improvements.
• Experience in fintech, payments, e-commerce, or digital platform businesses is preferred.

We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.

Interested candidates are invited to send your comprehensive resume with current and expected salary package via this job ad. Please note that only shortlisted candidates will be notified.

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