Merchant Communication Analyst, SPX Express

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

Key Responsibilities:

• - Develop, execute, and manage merchant communication campaigns (email, SMS, in-app)


• - Ensure consistency and clarity of messaging across all merchant touchpoints


• - Segment merchants and tailor communications based on lifecycle, performance, or needs


• - Partner with operations, marketing, and product teams to align messaging strategies


• - Track and analyze communication performance (open rates, CTR, engagement, etc.)


• - Continuously optimize messaging content, timing, and channels


• - Manage communication calendars and ensure timely delivery of key updates


• - Support crisis or urgent communications when needed


• - Maintain and update communication templates and playbooks

Requirements:

Qualifications:

• - Bachelor’s degree in Business, Marketing, Communications, or related field


• - 2–4 years of experience in communications, CRM, marketing operations, or similar roles


• - Strong writing and content development skills


• - Data-driven mindset with experience analyzing campaign performance


• - Familiarity with CRM or communication tools (e.g., email platforms, SMS tools)


• - Experience in e-commerce or marketplace environments is a plus