22 March 2019
Job ID: BK-52422
Social Media Management Lead

About the Role

Grab is seeking a strategic social media expert to lead community management in Thailand. Tasked to facilitate, strengthen, and encourage relationships between our customers and the brand online, this person will play an integral role to ensure visibility, accessibility and credibility for Grab online. You will report to Head of TH Branding


What you'll do:

  • Lead the community management practice - proactive and reactive customer care - for Grab Thailand to support the growth and vibrancy of local online communities
  • Serve as the key liaison between Marketing and other internal teams - refining R&R, SLAs, and decision trees
  • Set and evolve frameworks and training for community team managers to more  effectively manage and optimize the day-to-day management of social communities - namely, Facebook, Twitter, Instagram.
  • Stay up to date with Grab promos, incentives, policies and procedures.
  • Provide leadership, development and coaching for team members - inclusive of social customer care agents. Actively engaging and supporting the development of your team to ensure performance metrics are met.
  • Set and evolve training and QA processes for Social Care Team to more effectively manage and optimize the day-to-day management of social communities - namely, Facebook, Twitter, Instagram.
  • Prepare periodic report on team performance including breakdown of KPIs, performance analysis and action plans.
  • Building and maintaining effective internal and external stakeholder relationships
  • Conduct team engagement, performance review sessions and huddles
  • Keep track of team performance, sick time, etc.
  • Lead the local strategy and execution of community management during key marketing campaigns and communications initiatives
  • Ad-hoc duties include supporting other community management functions as and when required
  • Keep a keen eye on new trends in conversation, hot buttons, and cultural moments for the local team to drive relevant conversations
  • Help with identifying and nurturing potential advocates
  • Monitor online conversations across community platforms to spot and advise on opportunities for the brand to participate and optimize content accordingly
  • Be customer-centric. Knowing and understanding what makes consumers engaged and come back.



  • Minimum 5 years of experience in social media management (customer care)
  • Passion for all things social - staying on top of latest trend, platform updates, as well as local nuances of consumer behavior
  • Defines opportunities to add value and proceed with little oversight
  • Experience with Social Media Management tools
  • Strong cultural curiosity and understanding of current trends and tech
  • Have strong track record in managing key stakeholders
  • Comfortable with social media crisis management
  • Up-to-date on local internet lingo a plus
  • A fluent English speaker with excellent written skills.
  • Thai nationality

Job Details:

  • Five-day work week
  • Performance bonus
  • Flexible working hours
  • Work from home
  • Travel allowance
  • Medical insurance
  • Dental insurance
  • Life insurance


Grab is the first taxi booking app in Thailand that helps passengers book a taxi with safety, speed and certainty. We believe in our strong social mission to rapidly improve the lives of both taxi drivers and passengers in Thailand, as well as revolutionise the Thai taxi industry. Grab is the leading taxi booking app in Southeast Asia- we are already making a difference in Malaysia, the Philippines and Singapore. Please join our founding team in making a difference in Thailand. We are seeking highly motivated and energetic teammates who share our passion and vision, and thrive in a challenging, rapidly-growing startup environment. Visit us

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