Strategic Communication Specialist (Based in BKK/ KL, Relocation provided)

Get to Know our Team  

Agoda’s Customer Experience Group (“CEG”) provides operational support to our customers and partners across the globe. CEG is one of the biggest teams in Agoda, consisting of customer support specialists covering 38 languages, project managers, analysts, and L&D specialists.    

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 enabling teams within CEG that improve the quality and efficiency of our support across customer and partner journeys. These teams include professionals from L&D, Talent Management, Project Management, Workforce Management and Analytics who work in a data-driven environment, eager to move fast and learn through experimentation.  

As part of the Change & Communications (C&C) Team, we support CEG priorities by enabling successful change adoption across our global operations. We partner closely with Operations and enabling teams to plan and execute structured change management and communications—ensuring employees understand the rationale and impact of change, minimizing disruption, building trust, and keeping teams engaged throughout transitions. This includes driving adoption of new products, tools and processes, and ensuring change is embedded into day-to-day ways of working. 

 

The Opportunity  

CEG operates at high velocity across multiple sites and audiences. To keep teams aligned, engaged, and confident through changing priorities, we need strategic communications that are clear, targeted, and consistently delivered through strong operating rhythms. We are looking for a Strategic Communications & Engagement Specialist to partner closely with CEG Senior Leadership and Agoda Communications to deliver high-quality communications and flagship engagement moments—while continuously improving our communications approach, assets, and channels. 

This is a hands-on role with space for creativity: shaping how messages land, designing engaging formats, and turning complex updates into narratives and experiences that help CEG teams understand what matters and what to do next. 

In this role, you will get to:  

• Own end-to-end planning and delivery for CEG’s top-down communication rhythms (e.g. CEG Connect) shaping agenda, format, storytelling, and follow-ups to drive clarity, engagement, and action.
• Partner with Senior Leaders to craft and package key messages into audience-ready narratives, ensuring communications are timely, relevant, and aligned to CEG priorities.
• Support, design and enable international site visits for CEG leaders: Craft agenda, brainstorm activities, and create leader briefs to tailor Senior Leaders’ messages for its audience to ensure visits meet the intended objectives.  
• Curate and tailor Agoda-wide announcements for CEG: Identify what matters, adapt for frontline team relevance, select the right channels, and sequence communications for maximum impact. 
• Translate initiatives into communication objectives and audience outcomes; define who needs to know, what they need to believe, and the call to action after each communication. 
• Measure communication effectiveness using ava