Executive - Corporate Communications (Social Media & Digital Communications)

Job Description

Position General Summary

• Manage and enhance the digital presence of Malaysia Airports and its associated airport social media accounts by developing engaging content, executing impactful social media strategies, and handling real-time feedback to foster brand advocacy and elevate customer experience. Serve as a key digital touchpoint between Malaysia Airports and the public, playing a pivotal role in shaping the organisation’s online reputation and driving compelling digital storytelling across platforms.

Essential Position Functions

Social Media & Digital Management

• Manage official social media accounts of Malaysia Airports and its airports (including but not limited to KLIA accounts.).
• Plan, create, schedule, and monitor content across platforms such as Facebook, Instagram, TikTok, LinkedIn, X, Threads and others.
• Ensure consistent voice, tone, and visual identity across all social and digital platforms in line with brand guidelines.
• Monitor real-time trends and airport-related conversations to ensure timely and appropriate engagement.
• Live Coverage & Event Promotion
• Execute live postings and digital coverage of airport, corporate, and commercial events.
• Collaborate with internal stakeholders (operations, retail, PR, etc.) to ensure content accuracy and relevance during on-site events and campaigns.

Customer Engagement & Feedback Response

• Attend public feedback across digital platforms and other channels (webform, feedback form, email, etc.), including enquiries, complaints, suggestions, and compliments.
• Deliver timely, empathetic, and brand-aligned responses that support service recovery and positive user experience.
• Escalate and follow up on complex or critical cases as needed.

Content Development & Digital Library

• Support the creation of multimedia content (copywriting, captions, photos, videos) to showcase airport services, campaigns, and public interest stories.
• Maintain and update the centralised content and asset library to ensure consistency and compliance.
• Active, fully committed to the nature of the job and willing to work long hours if needed including weekends and public holidays. Fit, energetic and in excellent health (able to cover events/field work that may require a lot of walking/standing/reporting on site).  

Key Challenges

• Maintaining Positive Advocacy: Consistently promoting a positive image of Malaysia Airports across all digital platforms, especially during service disruptions, public complaints, or crisis situations. Requires high emotional intelligence, fast response time, and tactful communication.
• Staying Ahead of Platform Trends: Continuously identifying and evaluating new or emerging social media platforms, tools, and content formats to keep the organisation’s digital strategy current and competitive.
• Content Innovation & Creativity: Constantly thinking outside the box to develop fresh, engaging, and relevant content that resonates with diverse audiences, from travellers and stakeholders to the general public.
• Real-Time Engagement & Responsiveness: Managing time-sensitive feedback, live events, and public interactions in real time, often under pressure or with little margin for error.
• Balancing Tone & Professionalism: Crafting content and responses that strike the right tone, friendly yet professional, while maintaining brand voice and compliance with corporate guidelines.
• Multi-Platform Coordination: Ensuring consistent messaging, branding, and content scheduling across multiple airport social media accounts while catering to the specific needs of each platform and audience type.
• Data-Driven Storytelling: Translating analytics, feedback, and campaign data into actionable insights and more impactful digital content requiring both creative and analytical thinking.
• High Public Visibility: Managing public-facing content that is highly visible and subject to scrutiny, which requires a careful approach to approvals, fact-checking, and timely updates.
• Operational Alignment: Collaborating with on-ground airport teams, management, and other departments to ensure digital messaging aligns with real-time operations and service delivery.

Skills

• Deep Passion for Social Media: Highly knowledgeable about the latest trends, platform algorithms, content formats, and audience behaviours across platforms such as Facebook, Instagram, TikTok, X, LinkedIn, and other related social media platforms.
• Bilingual Communication Skills: Excellent verbal and written communication skills in both English and Bahasa Malaysia.
• People-Oriented Personality: Confident, outgoing, approachable, and able to work effectively with diverse teams, partners, and the public.
• Creativity & Enthusiasm: Highly creative, energetic, and enthusiastic about developing engaging content that resonates with digital audiences.
• Photography Skills: Able to capture high-quality photos and basic videography suitable for digital and social media use.
• Content Creation & Editing Tools: Proficient in tools such as Canva, CapCut, and basic knowledge of Adobe Creative Suite for content creation and editing.
• Tech-Savvy: Skilled in using Microsoft Office (Word, Excel, PowerPoint) for documentation, reporting, and presentations.
• Independent & Reliable: Able to work independently with minimal supervision, manage time effectively, and handle multiple tasks in a fast-paced environment.
• Attention to Detail: Careful, meticulous, and thorough in completing daily tasks, ensuring accuracy and consistency.
• Accountable & Responsible: Demonstrates high ownership of assigned tasks and delivers work with integrity and responsibility.
• Physically Fit & Field-Ready: Energetic, healthy, and capable of covering events or field work that involves extensive walking, standing, or outdoor presence.
• Flexible Work Commitment: Willing to work long hours, including weekends, public holidays, and during emergencies or urgent campaigns.
• Always Contactable: Available and reachable at all times, especially during crisis communication or urgent operational issues.

Education

External

• Degree preferably with specialization in Communication/ Mass Communication/ Graphics/ Marketing/ Business Management or equivalent.

Relevant Industries

External

• Degree with CGPA > 3.0 and minimum 3 year relevant experience.

Additional Information

• Open for Malaysian citizens only.
• Please be reminded that only online applications will be entertained.
• Applications should reach us by 15 October 2025.
• Only the shortlisted candidate will be notified.