Social Media & Community Lead

Key Responsibilities

• Lead as Social Media & Community COE to the regional team, defining the regional strategy, governance, and operating framework across all social and community channels.
• Establish scalable frameworks, playbooks, and best practices that enable regional teams to execute consistent, high-quality social and community initiatives.
• Own the collection, consolidation, and analysis of community feedback, social listening, and customer sentiment, translating insights into actionable recommendations for business stakeholders.
• Build and strengthen brand trust by developing community engagement strategies and supporting reputation management initiatives across key markets.
• Partner with Product, Marketing, PR, Customer Experience, and Regional teams to ensure community insights are embedded into product launches, campaigns, and customer communications.
• Train and enable regional teams through coaching, knowledge sharing, toolkits, and campaign frameworks to improve execution quality and operational maturity.
• Define performance metrics and reporting frameworks to measure community health, engagement, sentiment, and social media effectiveness across regions.
• Continuously identify opportunities to optimise processes, tools, governance, and resource allocation between global and regional teams.

Requirements

• 6+ years of experience in social media, community management, digital marketing, or brand strategy within a fast-paced, digital-first organisation.
• Proven experience leading regional or global social media and community functions across multiple markets.
• Strong understanding of social listening, community engagement, customer sentiment analysis, and online reputation management.
• Experience developing scalable frameworks, governance models, playbooks, and operational standards.
• Strong stakeholder management skills with the ability to influence cross-functional teams and senior leadership.
• Excellent analytical, communication, and presentation skills, with the ability to translate community insights into business recommendations.

Profile

• Strategic thinker who understands how social media and community contribute to brand, product, and business growth.
• Passionate about customer engagement and building trusted communities.
• Highly collaborative, with the ability to influence without direct authority across global and regional teams.
• Data-driven, commercially minded, and comfortable making decisions based on customer insights and performance metrics.
• Thrives in a fast-paced, high-growth environment and enjoys building scalable functions from the ground up.