Social Media Team Manager - Bangkok / Kuala Lumpur

The role

You will lead Online Reputation Management strategy and manage a team of social media agents. This involves social listening, monitoring, analysis, and driving operational improvements.

What you will do

• Monitor and analyze social media channels for brand mentions and sentiment trends
• Synthesize social data into ORM summaries and recommendations for stakeholders
• Develop and maintain ORM playbooks, escalation templates, and investigation frameworks
• Track mitigation plans and follow up on unresolved reputational risks
• Analyze social media dashboards and platform data to identify trends
• Prepare social listening and ORM reports for senior stakeholders
• Leverage data tools like SQL and Tableau to build reporting frameworks
• Manage, coach, mentor, and evaluate a team of social media agents
• Monitor traffic and service levels to take corrective action
• Drive continuous improvement in social listening workflows and monitoring processes

Required qualifications

• 6+ years of total blended experience in social media, social care, or online reputation management
• Minimum 2 years in a people management or managerial role
• Strong experience managing social media channels as a customer service function
• Demonstrated experience in ORM including social listening, brand monitoring, and reporting
• Proficiency in Sprinklr or equivalent social media management and listening platforms
• Proficiency in SQL, Tableau, and other data platforms
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Ability to explain technical and social media findings to non-technical stakeholders
• Excellent command of spoken and written English

Nice to have

• Experience working with operational or contact center data
• Ability to speak and write in any additional language
• SaaS enablement experience in social listening
• Background in corporate communications, brand management, or community management
• Knowledge of Agoda products and customer service procedures

Before you apply

• Strong preference for candidates already based within Bangkok or Kuala Lumpur
• Relocation support eligibility is subject to confirmation
• Selection process includes Application Screening, Recruiter Phone Screen, SHL Assessment, Round 1 Interview, and Final Interview

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people from 90 countries. The company connects people to destinations and experiences through travel deals.