Social Media Team Manager - Bangkok / Kuala Lumpur

Agoda
Bangkok, Kuala Lumpur
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 6+ yearsSkills: ["Communication","Analytical thinking","Problem solving","Prioritization","Teamwork"]

Lead Agoda’s Online Reputation Management (ORM) and online social listening program, monitoring brand mentions, sentiment, and reputation risk signals and translating them into decision-ready reports for stakeholders. Manage and develop a team of social media agents for day-to-day operations, coaching performance and ensuring service levels. Drive playbooks, escalations, and continuous improvements to workflows and incident learnings while partnering cross-functionally on staffing coverage and operational initiatives.

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Agoda
Agoda
2 months ago

Social Media Team Manager - Bangkok / Kuala Lumpur

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead Agoda’s Online Reputation Management (ORM) and online social listening program, monitoring brand mentions, sentiment, and reputation risk signals and translating them into decision-ready reports for stakeholders. Manage and develop a team of social media agents for day-to-day operations, coaching performance and ensuring service levels. Drive playbooks, escalations, and continuous improvements to workflows and incident learnings while partnering cross-functionally on staffing coverage and operational initiatives.
Location: Bangkok, Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Monitor and analyze social media channels for brand mentions, sentiment trends, and reputation risk signals; synthesize findings into decision-ready ORM summaries and recommendations.
  • •Develop, document, and maintain ORM playbooks, escalation templates, and investigation frameworks, ensuring governance and controls requirements are met.
  • •Analyze dashboards and platform data to identify trends, root causes, and performance opportunities; prepare ORM reporting for senior stakeholders.
  • •Manage and develop a team of social media agents, coaching and evaluating performance, identifying gaps, and monitoring outcomes.
  • •Drive continuous improvement to social listening workflows and monitoring processes; lead post-mortems and partner with WFM, QA, and cross-functional teams on operational initiatives.

Key Requirements

  • •6+ years of blended experience in social media, social care, or online reputation management, including at least 2 years in a people management or managerial role.
  • •Strong, hands-on experience using social media channels as a customer service function with demonstrated ORM capabilities (social listening, brand monitoring, reporting, and improvement actions).
  • •Proficiency in Sprinklr (or equivalent social media management and listening tools such as Meltwater or Sprout Social) with end-to-end working knowledge.
  • •Proficiency in SQL and Tableau (or equivalent data tools) plus Microsoft tools including Word, Excel, and PowerPoint.
  • •Excellent communication skills to produce concise, executive-level summaries for non-technical stakeholders, with strong analytical/problem-solving and prioritization under fast-paced conditions.
Experience:6+ yearsSocial mediaSocial careOnline reputation managementCustomer serviceOperational/contact center data
Skills:CommunicationAnalytical thinkingProblem solvingPrioritizationTeamwork
Languages:English
Tech Stack:SprinklrMeltwaterSprout SocialSQLTableauWordExcelPowerPointMicrosoft

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
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