Social Media Team Manager

About the role

Agoda is expanding its customer-focused Social Media team and seeks a manager with a strong background in Online Reputation Management (ORM). This role involves both strategic ORM leadership, including social listening and analysis, and direct management of a team of social media agents. You will play a key part in developing Agoda's social media presence and making a significant impact.

Key facts

What you'll do

• Oversee and analyze social media channels for brand mentions, sentiment, and potential reputation risks to assess business impact.
• Condense complex social data from various sources into clear ORM summaries, recommendations, and materials for stakeholders.
• Create and maintain ORM playbooks, escalation templates, and investigation frameworks, ensuring compliance and controls.
• Monitor mitigation plans and ensure timely follow-up on actions and unresolved reputational issues.
• Analyze social media dashboards and platform data to find trends, root causes, and performance improvements.
• Produce comprehensive social listening and ORM reports for senior stakeholders, highlighting key signals, initiatives, and insights.
• Manage and develop a team of social media agents, providing coaching, mentorship, motivation, and regular performance evaluations.
• Identify performance gaps, create action plans to address them, and track outcomes for success.
• Continuously monitor traffic and service levels, addressing discrepancies and taking corrective action immediately.
• Assist with planning and organizing appropriate coverage and staffing alignment.
• Collaborate with Workforce Management (WFM), Quality Assurance (QA), and other teams on operational initiatives, documenting lessons learned.
• Drive continuous improvement in social listening workflows, monitoring processes, and post-incident reviews.
• Lead cross-departmental discussions and conduct post-mortem reviews for reputational and operational incidents.
• Enhance internal processes by identifying recurring issues, operational gaps, and opportunities to standardize ORM.

Requirements

• Experience monitoring and analyzing social media for brand mentions and sentiment.
• Proven ability to synthesize social data into actionable insights and recommendations.
• Background in developing and maintaining ORM playbooks and escalation procedures.
• Experience tracking mitigation plans and ensuring timely follow-up.
• Demonstrated skill in analyzing social media dashboards and platform data to identify trends.
• Ability to prepare detailed social listening and ORM reports for senior stakeholders.
• Experience managing and developing a team of social media agents, including coaching and performance evaluation.
• Capable of identifying performance gaps, creating action plans, and monitoring results.
• Skilled in monitoring traffic and service levels, and taking corrective action.
• Experience with staffing alignment and coverage planning.
• History of partnering with WFM, QA, and cross-functional teams.
• Drive for continuous improvement in social listening and monitoring processes.
• Experience leading cross-departmental discussions and post-mortem reviews.
• Ability to identify recurring pain points and operational gaps to standardize ORM.

Skills & tools

• SQL
• Tableau