Agoda - Social Media Team Manager
Requirements
• Data acumen: Proficiency in SQL, Tableau, and other data platforms, alongside Microsoft products including Word, Excel, and PowerPoint. • Data acumen: • Effective communication: Explain technical and social media findings to non-technical stakeholders; produce concise, executive-level summaries and reports. • Effective communication: • Analytical thinking / problem solving: Ability to translate social listening and ORM insights into actionable improvement strategies and operational recommendations. • Analytical thinking / problem solving: • Prioritization & time management: Deliver timely analysis, maintain operational cadences, and manage multiple initiatives effectively across different timelines. • Prioritization & time management: • Teamwork & collaboration: Trusted partner across multiple functions; reliable under pressure. • Teamwork & collaboration: • Ownership: Demonstrated ownership, accountability, and resilience under ambiguity in fast-paced, dynamic, multicultural environments. • Ownership: • English proficiency: Excellent command of spoken and written English; the ability to speak and write in any additional language will be preferred. • English proficiency: • SaaS enablement experience in social listening: experience configuring, optimizing, or scaling social listening or ORM platforms. • SaaS enablement experience in social listening: • Background in corporate communications, brand management, or community management. • Knowledge of Agoda products and customer service procedures.
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. • 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.
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