Social Media & Community Lead

About the role

We are seeking a strategic Social Media & Community Lead to shape and scale global social media and community programs across multiple regions. In this role you will drive brand reputation, customer engagement, and translate community insights into actionable business recommendations.

Key responsibilities

• Lead a global social media and community centre of excellence, defining regional strategies, governance models and operational frameworks.
• Develop scalable playbooks, processes and best practices for consistent execution across markets.
• Collect, analyse and consolidate customer feedback, community insights, social listening data and sentiment analysis to inform product, campaign and communication decisions.
• Strengthen brand reputation through community engagement initiatives and online reputation management.
• Collaborate with Product, Marketing, PR, Customer Experience and regional teams to embed community insights into launches and campaigns.
• Coach regional teams via training, knowledge sharing and operational guidance to improve execution quality.
• Define and monitor KPIs related to community health, engagement, sentiment and social media effectiveness.
• Identify opportunities to optimise tools, governance, workflows and cross‑team collaboration.

Required profile

• 6+ years of experience in social media, community management, digital marketing or brand strategy within fast‑paced digital environments.
• Proven track record leading regional or global social media and community functions across multiple international markets.
• Strong knowledge of social listening, online community engagement, customer sentiment analysis and reputation management.
• Experience designing scalable governance models, operational frameworks, playbooks and best practices.
• Excellent stakeholder management, communication and presentation skills, with the ability to influence senior leaders.

Required skills