# Social Media Team Manager - Bangkok / Kuala Lumpur

**Company**: Agoda
**Location**: Bangkok
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Hospitality

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8040673?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d380bfce-65a

## Description

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe.

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.

**Responsibilities:**

- 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.

- 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.

- 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.

- 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.

**Requirements:**

- 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;

- Social Care & ORM expertise: Strong, hands-on experience managing social media channels as a customer service function and demonstrated experience in ORM;

- Social media tools proficiency: Proficiency in Sprinklr or equivalent social media management and listening platforms;

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

**Benefits:**

- 5-day work week (weekends may be included) with rotating shift schedule;

- Opportunities for professional growth and development in a dynamic and multicultural environment.

## Skills

### Required
- social media management
- online reputation management
- team management
- data analysis
- SQL
- Tableau

### Nice to have
- SaaS enablement experience in social listening
- background in corporate communications
- brand management
- community management
- knowledge of Agoda products and customer service procedures

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8040673?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)