Social Media Team Manager

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).

*Working hours and shift patterns may evolve over time in line with business and operational requirements. Employees should be prepared to work rotating shifts, including evenings, weekends, public holidays, and potentially overnight hours, where applicable.

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)