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.