CEG Engagement Lead (Bangkok OR Kuala Lumpur Based)

Bangkok, Thailand

About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team: 

Agoda’s Customer Experience Group (CEG) is a 1,700+ strong organization spread globally across 8 countries providing multi-channel and multi-language contact center support to its customers post sale. It is an exciting time for CEG as it evolves and grows with market demand and product changes. 

Making up 44% of the total workforce, the Customer Experience Group (CEG) is the largest department at Agoda. CEG’s purpose is to provide peace of mind for customers and partners by supporting them when they need us. To make that possible, we have the enabling teams known as Global Service Verticals (GSV) within CEG to improve the quality and efficiency of our support to customers and partners. These teams comprise of professionals from L&D, Talent Management, Project Management, Workforce Management & Analytics who work in a very data-driven environment, eager to move fast and learn through experimentation.  This role will sit in the CEG Talent Management team.

The Opportunity:

Looking for someone who wants to create a workplace environment where our employees in our 7 global sites feel connected, engaged, and inspired. You will lead efforts and deliver a diverse range of people focused projects from enhancing our employee culture, organizing inspiring employee activities and events, and supporting team managers to support these engagement initiatives. In addition, a key element of this role is celebrating our diversity, creating a culture where everyone can excel and feel they belong

The role will require independent pro-active thinking plus confident stakeholder management, enabling cross-collaboration projects to be delivered in alignment with the Agoda Values.

In this Role, you’ll get to: 

• Develop an engagement strategy for all CEG sites globally including onsite and virtual engagement. This role involves developing and executing frequent moments of engagement (i.e., initiatives, programs, and events) throughout the employee lifecycle; with the goal of promoting excellence and performance, and building camaraderie and inclusion
• The role requires a hands-on approach to partner cross-functionally to ensure cohesive employee engagement between CEG efforts (e.g., business and performance initiatives, recognition and appreciation efforts) and Agoda People team (e.g., wellness, DEI, community involvement), among other key departments
• Ensure that we maximize the usage of our budget and track budget usage
• Champion the voice of our employees at all levels (via surveys and establishing other valuable feedback loops) to identify trends on the employee experience, partner with team leaders on prioritizing opportunity areas, and create and execute associated programs
• Identify moments that matter in the employee lifecycle, design and deliver initiatives to enhance these moments including recognition and celebrations
• In partnership with other teams, design and experiment with new solutions, adapting to evolving business needs, solving people related problems to create future fit workplace experiences that focus on the evolving employee’s expectations.
• This role will be responsible for designing and project managing events throughout the year to reward, recognize, and celebrate employees, making Agoda a great place to work.
• Excellent project management and operational skills will be necessary to ensure deadlines are met, challenges are addressed, and appropriate stakeholders are kept informed. The person in this role will also be responsible for managing internal resources and third-party vendors effectively to deliver better engagement programs, while being hands-on in the execution of these programs.

What you’ll Need to Succeed:

• 5+ years of experience in related areas such as talent project management, events management, employee engagement/experience, or organizational development
• A clear impact/results orientation and ability to set dynamic, compelling goals, ensure clear accountabilities and align the organization to deliver on commitments
• Strong analytical abilities in order to accurately assess employees’ needs, evaluate feedback, and translate those into actionable recommendations to improve the employee experience
• A passion for company culture and creating a unique, differentiated employee experience
• Strong executive presence and track record of cultivating strong and trusting relationships with cross-functional partners and team leaders
• Excellent verbal and written communication skills in English; other languages a plus
• Highly organized with strong project management skills & ability to work independently
• Customer centricity, maximizing employee experience within budget constraints

It’s Great if you have:

• A minimum of bachelor’s degree preferably in Human Resources, Communications, Organizational Design or similar program
• Experience designing programs for shift employees who have limited time to commit to engagement
• Experience in collaborating with teams across different

This position is open Kuala Lumpur or Bangkok, relocation support provided.

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