Social Media Team Manager - Bangkok / Kuala Lumpur

Role overview:

Our customer-experience-centric Social Media team is growing and we are looking for a Social Media Team Manager with a strong focus on Online Reputation Management (ORM). In this role, you will wear two hats: leading ORM strategy - including social listening, monitoring, analysis, and optimization - while also managing a team of social media agents for day-to-day operations. This is a unique opportunity to help shape and grow Agoda's social media function, with significant scope to build something meaningful.

In this Role, you'll get to:

Online Reputation Management & Monitoring

• Monitor and analyze social media channels for brand mentions, sentiment trends, and reputation risk signals to identify potential business impact.

• Synthesize complex social data from multiple sources into clear ORM summaries, recommendations, and decision-ready materials for stakeholders.

• Develop, document, and maintain ORM playbooks, escalation templates, and investigation frameworks; ensure governance and controls requirements are met.

• Track mitigation plans and ensure timely follow-up on action items and unresolved reputational risks.

Reporting & Data Analysis

• Analyze social media dashboards and platform data to identify trends, root causes, and performance opportunities.

• Prepare robust social listening and ORM reports for senior stakeholders, highlighting key signals, ongoing initiatives, and actionable insights.

• Leverage data tools (SQL, Tableau, or equivalent) to build and maintain reporting frameworks that support operational decision-making.

Team Management & Operational Collaboration

• Manage and develop a team of social media agents - coach, mentor, motivate, and evaluate performance on a regular basis.

• Identify performance gaps, formulate action plans to address them, and monitor outcomes to ensure success.

• Continuously monitor traffic and service levels; highlight discrepancies and take immediate corrective action.

• Assist with planning and organizing proper coverage and staffing alignment.

• Partner with WFM, QA, and cross-functional teams on key operational initiatives and document learnings.

Process Improvement & Ownership

• Drive continuous improvement in social listening workflows, monitoring processes, and post-incident learnings.

• Lead cross-department working group discussions and provide post-mortem reviews for reputational and operational incidents.

• Improve internal processes by identifying recurring pain points, operational gaps, and opportunities to standardize ORM management.

• Supervise quality assurance processes and related training of team members to ensure consistent, high-quality customer service.

• Act as backup to the Operations Manager when needed.

What you'll Need to Succeed and Requirement to Apply:

• Experience: 6+ years of total blended experience in social media, social care, or online reputation management, with a minimum of 2 years in a people management or managerial role; experience working with operational or contact center data is an advantage.

• Social Care & ORM expertise: Strong, hands-on experience managing social media channels as a customer service function and demonstrated experience in ORM - social listening, brand monitoring, reporting, and driving improvement actions based on insights.

• Social media tools proficiency: Proficiency in Sprinklr or equivalent social media management and listening platforms (e.g., Meltwater, Sprout Social), with end-to-end working knowledge of the tool.

• Data acumen: Proficiency in SQL, Tableau, and other data platforms, alongside Microsoft products including Word, Excel, and PowerPoint.

• Effective communication: Explain technical and social media findings to non-technical stakeholders; produce concise, executive-level summaries and reports.

• Analytical thinking / problem solving: Ability to translate social listening and ORM insights into actionable improvement strategies and operational recommendations.

• Prioritization & time management: Deliver timely analysis, maintain operational cadences, and manage multiple initiatives effectively across different timelines.

• Teamwork & collaboration: Trusted partner across multiple functions; reliable under pressure.

• Ownership: Demonstrated ownership, accountability, and resilience under ambiguity in fast-paced, dynamic, multicultural environments.

• English proficiency: Excellent command of spoken and written English; the ability to speak and write in any additional language will be preferred.

It's Great if you have:

• SaaS enablement experience in social listening: experience configuring, optimizing, or scaling social listening or ORM platforms.

• Background in corporate communications, brand management, or community management.

• Knowledge of Agoda products and customer service procedures.

No. of Openings: 1 position

Working hour: 5-day work week (weekends may be included) with rotating shift schedule (shifts rotate throughout the week). Additional working hours may be required based on specific business needs.

Location: We welcome applications from Bangkok, Thailand and Kuala Lumpur, Malaysia. Strong preference for candidates already based within the respective country. Relocation support eligibility is subject to confirmation.

Selection Process:

Application Screening by Recruiter --> Recruiter Phone Screen --> SHL Assessment --> Round 1 Interview (Regional Manager) --> Final Interview (Senior manager)