Senior Executive, Social Media & Engagement

Cyberjaya; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Cyberjaya is seeking a Senior Executive, Social Media & Engagement to ensure timely, high-quality engagement across social platforms and review channels. You will manage content calendars, coordinate with stakeholders, and monitor performance to protect brand reputation and drive audience engagement.

You will own the master social calendar, schedule posts, and produce monthly dashboards with insights. Strong writing, attention to detail, and ownership are essential in a fast-paced environment.

Qualifications

• 3–5 years of experience in social media management, digital marketing, or related roles.
• Proven experience in community management and content operations.
• Strong written communication with a clear sense of brand voice and tone.
• High attention to detail and strong execution discipline.
• Ability to manage multiple platforms and timelines simultaneously.
• Basic analytical skills with the ability to interpret performance data.
• Strong sense of responsiveness, ownership, and accountability.

Responsibilities

• Community Management & Social Listening across platforms.
• Monitor Instagram, TikTok, Facebook, LinkedIn daily and review channels.
• Respond to comments, messages, enquiries and reviews promptly and brand-aligned.
• Escalate sensitive issues to Team Leader as needed.
• Maintain consistent brand tone of voice across all responses.
• Monitor Google Reviews and other review platforms every 2–3 days.
• Ensure reviews are acknowledged within defined timelines.
• Flag recurring issues or reputational risks for action.
• Provide insights from feedback to improve services and comms.
• Social Media Calendar & Content Operations across entities.
• Own and maintain master calendar; coordinate planned content.
• Ensure content is scheduled and published on time.
• Coordinate with internal stakeholders for readiness and alignment.
• Maintain execution discipline to avoid delays or misses.
• Support development and coordination of content as needed.
• Performance Tracking & Reporting of metrics and trends.
• Monitor follower growth, engagement, reach, impressions, content performance.
• Prepare monthly dashboards with insights and recommendations.
• Consolidate performance for management reports.
• Identify opportunities to improve engagement through data-driven insights.
• Collaborate to ensure reporting standards are consistent.
• Insights & Continuous Improvement on content & engagement strategies.
• Identify trends and content performance; recommend what works.
• Support ongoing optimisation of content and engagement strategies.

Skills

Social media management

Digital marketing

Community management

Content operations

Brand voice & tone

Attention to detail

Execution discipline

Multi-platform management

Analytical skills

Brand reputation

Job description

Senior Executive, Social Media & Engagement

Department

Group Corporate and Marketing Communications

Location

Organisation

Travel Requirement

No

Reports To

Assistant Manager, Communications & Engagement Marketing

Job Overview

The Senior Executive, Social Media & Engagement, is responsible for ensuring timely, consistent, and high-quality engagement across all social media platforms and review channels, while maintaining strong execution discipline across content scheduling and calendar management.

This role plays a critical function in protecting brand reputation, strengthening audience engagement, and ensuring operational excellence across all digital touchpoints.

Key Responsibilities

• Community Management & Social Listening
• Monitor all social media platforms daily (including but not limited to Instagram, TikTok, Facebook, LinkedIn)
• Respond to comments, direct messages, enquiries and online reviews in a timely, professional and brand-aligned manner
• Escalate sensitive or high-risk issues to the Team Leader promptly
• Maintain a consistent and appropriate brand tone of voice across all responses
• Monitor Google Reviews and other review platforms every 2–3 days
• Ensure all reviews are acknowledged and responded to within defined timelines
• Flag recurring issues, negative sentiment, or reputational risks for immediate action
• Monitor recurring feedback themes and provide regular insights to support service and communication improvements.
• Social Media Calendar & Content Operations
• Own and maintain the master social media calendar across all entities, ensuring visibility and coordination of all planned content
• Ensure all approved content is scheduled and published on time
• Coordinate with internal stakeholders to ensure content readiness and alignment
• Maintain strong execution discipline to avoid delays or missed postings
• Support the development, production and coordination of social media content, where required, to ensure timely execution of the content calendar
• Performance Tracking & Reporting
• Monitor and analyse key social media performance metrics, including follower growth, engagement, reach, impressions and content performance
• Prepare monthly performance dashboards highlighting key trends, insights and recommendations
• Support management reporting by consolidating social media performance across all entities
• Identify opportunities to improve audience engagement and content effectiveness through data-driven insights
• Collaborate with relevant team members to ensure consistency in reporting standards
• Insights & Continuous Improvement
• Identify trends, audience behaviour patterns, and content performance insights
• Provide recommendations on:
  • What content works / does not work
  • Opportunities to improve engagement
• Support continuous optimisation of content and engagement strategies

Key Performance Indicators (KPIs)

Response Time Compliance

• Social media comments & messages: ≤ 24 hours
• 100% on-time content publishing
• Zero missed scheduled posts
• Maintain an accurate and up-to-date social media content calendar across all entities

Engagement Quality

• Consistent and brand-aligned responses

Reporting Accuracy & Timeliness

• Monthly reports submitted on time
• Clear, actionable insights provided

Skills and Experiences

Experience

• 3-5 years of experience in social media management, digital marketing, or related roles
• Proven experience in community management and content operations
• Strong written communication with a clear sense of brand voice and tone
• High attention to detail and strong execution discipline
• Ability to manage multiple platforms and timelines simultaneously
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• Basic analytical skills with the ability to interpret performance data
• Strong sense of responsiveness, ownership, and accountability

Success Profile

This role is best suited for someone who:

• Is highly responsive and detail-oriented
• Thrives in a fast-paced, execution-driven environment
• Takes ownership of tasks and follows through consistently
• Has a strong instinct for brand reputation and audience engagement