Social Media & Community Lead

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.

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