Social Media Team Manager - Bangkok / Kuala Lumpur

About Agoda 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. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.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 prop...