Executive, Merchant Communications

About the Role

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.

Responsibilities

• Manage merchant communications throughout key lifecycle stages including onboarding & activation (app installation, account registration, device ordering/delivery, setup, first transaction activation), adoption & engagement (settlement/withdrawal processes, reporting, billing cycles, promotions, product updates, support resources) and retention (product announcements, FAQ updates, campaigns, educational content, community initiatives)
• Own, track and continuously improve merchant lifecycle communication KPIs such as Open Rate, CTR, and Unsubscribe Rate
• 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 accuracy, consistency, and timely updates across channels
• Support merchant community and education initiatives and monitor merchant feedback and engagement
• Support re-engagement campaigns for inactive or at-risk merchants and 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

Qualifications

• 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, able 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

Benefits

• Attractive remuneration package
• Fast-paced and exciting working environment
• Challenging opportunities for life-long learning and career development

Additional Information

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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