Driver Engagement Specialist, Community - Online

Driver Engagement Specialist, Community - Online

Operations, Marketing, Communications & Public Policy

The Driver Community Engagement team is responsible for inspiring loyalty by creating a trusted platform where our drivers can feel included, heard, and appreciated, knowing 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 experienced in 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 promotes 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 to the Assistant Manager, Driver Engagement; this role is based in Petaling Jaya, working onsite.

The Critical Tasks You Will Perform

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