Senior Manager, Social Advocacy
Senior Manager, Social Advocacy
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Job Description
- Lead the transformation of Qantas Groups social care function to improve customer resolution brand advocacy and reputation management across public digital channels.
- Collaborate with Customer Advocacy Direct Servicing Marketing and Corporate Communication teams to develop a brand-aligned response playbook uplift social care capability and drive positive sentiment through advocacy initiatives.
- 12-months Fixed Term Contract based at our Mascot Campus
Weve always been pioneers and were proud to see that spirit in our people today. Our resilience has helped us through good and tough times and it still drives us to keep pushing the challenging expectations today.
Were looking for a strategic Senior Manager Social Advocacy to champion the Qantas Groups brand reputation across social media service channels and public this newly created role youll lead the transformation of our social care functiondesigning a best-in-class operating model redesigning communication protocols and implementing best-in-class tools to enable fast empathetic customer resolution. Your goal: uplift social care to a proactive reputation management with ambitious SLAs for speed quality and sentiment.
Reporting into the Head of Customer Recovery & Advocacy; and working closely with Marketings Social Media Manager to develop a unified brand response playbook aligned with our tone of voice and reputational rebuild. Youll also train and expand our social care team embed advocacy initiatives and drive continuous improvement. An assessment of the technology platforms to enable this function will be critical. This is a unique opportunity to shape how Qantas listens responds and engages with customers in the moments that matter most.
Youll have
- 10 years experience in social media communications and marketing roles
- Tertiary qualification in Marketing Communications or a related field
- Proven expertise in community management content creation and social media marketing
- Experience leading and executing customer engagement and social media strategies
- Strong skills in setting KPIs performance tracking and data-driven analysis
- Excellent communication and stakeholder engagement skills across all levels
- Demonstrated leadership of high-performing teams and cross-functional collaboration
- Experience managing reputation rebuilds and social strategy for major brands including ASX-listed companies
Why Qantas
Youll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.
There are many different opportunities across our team which means youll be able to grow both personally and professionally at Qantas. Your development is a priority for us so that you can maintain the high standards our customers have come to expect and can continue to develop over time. Youll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role weve got a great track record of supporting our people to take their career in so many different directions the destinations are endless.
The Qantas employee benefits program offers amazing benefits that extend well beyond travel.
- We love to travel: Enjoy heavily discounted air travel within Australia and across the globe both for you and your family and friends as well as exclusive deals on accommodation and holidays.
- We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
- Well give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping food and wine insurance health and wellbeing leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles eligible portable electronic devices and professional memberships.
- Well support your wellbeing: Whether its learning to better support your own and others mental health our interactive wellbeing app or your very own tailored nutrition plan.
Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander and people of all backgrounds to apply. If you have any support or access requirements we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.
Be a part of something special and play your part in the Qantas story get in touch today.
Applications close Wednesday 20th August
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
