Key Account Manager (Global Social Media)

About us

At Dyson we solve the problems others choose to ignore with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive fast and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement inspire advocacy and turn every interaction into longterm connection. Guided by our principles - effortless experiences global consistency personalisation and relentless improvement - we ensure every customers journey with Dyson is exceptional.

About the role

As our Key Account Manager Social Media youll steer our outsourced social media response operations across global markets languages and channels. Youll be the bridge between Dyson and our social media agency partners ensuring every public engagement reflects our tone of voice and brand standardsdelivering a consistent authentic Dyson presence on every platform.

Youll set and oversee clear KPIs drive agency performance and lead the way on consolidating partners to only the best. Youll keep our operations agile and ahead of the curve adapting to trends and shaping how we engage with owners in the fast-changing world of social.

Working closely with Customer Service Marketing Legal and your own dedicated Social Media Delivery Managers youll foster innovation accountability and a customer-first mindset across all touchpoints.

Key responsibilities include:

Vendor Management & Performance Oversight

• Own and manage relationships with social media response agencies worldwide.

• Set and enforce KPIs SLAs and quality benchmarks for social engagement.

• Lead regular performance reviews and drive continuous improvement.

• Oversee the RFP process consolidating to the strongest agency partners who deliver consistent high-quality results.

Operational Excellence

• Ensure smooth coordinated response operations across all markets languages and platforms.

• Align tone escalation and brand voice in collaboration with key internal teams.

• Monitor and report on global metrics uncovering actionable trends and opportunities.

Team Leadership

• Manage and develop two Social Media Delivery Managers.

• Build a culture defined by accountability innovation and putting the customer first.

Strategic Input

• Help shape our global social media strategy.

• Stay sharp on emerging trends and new technologies to keep Dysons engagement at the forefront.

About you

• Youve managed global vendor relationships ideally within social media or customer service environments.

• You get social mediaplatforms community management and customer engagement.

• Youre experienced in running RFPs negotiating contracts and making sure partners deliver consistent results.

• You communicate with clarity manage stakeholders at every level and use analytics to drive decisions.

Reward

At Dyson Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial Lifestyle and Health Benefits we provide support tailored to every stage of life and the moments that matter most.

Working policy

At Dyson our vibrant campus culture is built on in-person collaboration creativity and shared learning. Working side by side not only fuels our innovation but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment we do not offer a regular hybrid working arrangement.

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Dyson is an equal opportunity employer. We know that great minds dont think alike and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race colour religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other any other dimension of diversity.