Responsibilities

• Lead Global Community Strategy by defining and evolving the social media community management approach, ensuring alignment with brand, content and engagement objectives.
• Oversee Community Engagement & Brand Voice across all social channels, delivering timely, authentic and on-brand interactions while maintaining a consistent tone of voice.
• Manage Risk, Governance & Escalations through clear community guidelines, best practice processes and effective handling of sensitive issues in partnership with PR, Legal and Customer Service teams.
• Drive Community Insights & Performance by monitoring trends, cultural conversations, sentiment and engagement metrics to identify opportunities and inform content and community strategies.
• Build Capability Through Collaboration & Leadership by partnering with cross-functional teams, continuously improving community operations, and mentoring community management and social customer service teams.

Requirements

• Community Management Expertise – Proven experience managing and growing global social media communities for a consumer-facing brand, delivering engaging and authentic audience interactions.
• Brand, Communication & Editorial Excellence – Strong understanding of brand voice, tone and cultural relevance, with exceptional written communication and editorial judgement.
• Risk Management & Problem Solving – Confident in handling sensitive conversations, escalations and reputation risks, applying sound judgement in fast-moving environments.
• Data, Reporting & Insight Generation – Able to analyse community performance, sentiment and engagement data, producing clear, audience-appropriate reporting and actionable recommendations.
• Leadership & Cross-Functional Collaboration – Experience leading teams or agency partners and working closely with Social, Brand, PR, Editorial and Customer Service stakeholders to deliver aligned outcomes.

Benefits

• Hybrid working
• Welcome free pair of Docs
• Buy as you Earn Share scheme
• 65% off all Docs
• 50% off Accessories
• Pension Scheme through Aviva
• Life Assurance
• 25 Days Annual Leave + Bank Holidays
• Private healthcare
• 2 paid volunteer days per year