Associate Manager, Change & Communications (Bangkok Based)

Get to Know our Team: 

Making up almost 50% 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 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. 

The Opportunity:

As part of the Change and Communications (C&C) Team, we will look to drive transformation and support CEG priorities by fostering a change in mindset and behavior through bridging CEG Operations teams with the enabling teams. This involves adopting new products, tools, and processes to enhance efficiency and effectiveness. Supported by our emphasis on CEG wide communication to ensure our people are engaged, informed, developed, and retained.

The objective of this role is to enable and lead the Leads, of Change & Communications in fostering awareness and facilitating seamless transitions through change while reducing overall resistance within CEG. This is achieved through planning and executing a structured Change Management and Communications approach, ensuring employees understand the change impact and benefits, minimizing disruption, building trust, and keeping them engaged throughout the process.

In this Role, you'll get to: 

As an Associate Manager, of Change and Communications you will need to support the Manager, of Change and Communications and manage the overall operations of the Change and Communications Team with peers whilst ensuring that the team delivers and executes a well-defined and timely Change & Communications strategy across different CEG priorities.

• Develop and deliver a structured Change Management and Communications approach for CEG key priorities, while supporting the implementation of organizational changes in collaboration with Project Managers and senior stakeholders.
• Develop and deliver creative, engaging and impactful communication plans to Agoda CEG employees, linking to the strategy and culture of the whole business and the Customer Experience Group whilst reporting and providing insights on the impact and performance of communication activities.
• Provide efficient and regular change-related reporting and insights to management Collaborate with Project Managers to analyze issues, identify risks, report accordingly to management, and propose solutions for implementation.
• Ensure appropriate feedback mechanisms are in place locally to gather insights and provide recommendations for operational efficiency and effectiveness.
• Develop and maintain productive relationships with key stakeholders & leadership teams by managing expectations of deliverables and expected outcomes. Whilst understanding the needs/priorities of the stakeholders and their team’s key performance drivers.
• Team Management & Development: Provide guidance and manage C&C Leads, ensuring Change & Communications strategy is well defined and delivered on time and within scope. Whilst also focusing on individual development and career growth.
• Leveraging on Change Management experience to lead/support Project Management priorities (if any) for significant behavioral or mindset changes.

What you'll Need to Succeed:

• Extensive experience in developing and distributing organization-wide change communications for project/program, aligned to change management methodology, ideally with an additional understanding of communicating sensitive/complex messages.
• Proficiency in Change management and Communication principles, methodologies, and tools, along with an understanding in project management approaches, tools and the phases of the project lifecycle.
• Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders
• Outstanding interpersonal skills, enabling effective interaction with individuals across all levels. Capable of reviewing copywriting and ensuring its quality.
• Excellent verbal and written communication skills in English, with strong conceptual ability and the confidence to work well with stakeholders at all levels.
• Comfortable with uncertainty and experimentation, with the ability to deal with ambiguity and frequent changes.
• Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements
• Demonstrated ability to multi-task and work effectively under constant deadlines.
• Proven experience using Office 365 collaboration tools, including MS Forms, SharePoint Online, Yammer, Teams
• Be an example to the team through behaviour, living up to the Agoda values and CEG leadership behaviours – Continuous Improvement, Deliver better together & Enable other’s success

To qualify for the role, you must have

• Graduate with relevant professional experience; experience working on major transformation programmes is preferred.
• Around 4-6 years of prior experience in Change Management & Communications with success in current role applying one or more of these capabilities.
• A good understanding of change and transformation projects, with relevant experience in delivering change & cultural change programmes in organisations

It's Great if you have:

• Procedural & product knowledge
• Experience in a contact center environment and customer experience exposure