Community Management and Social Media Lead

3 weeks ago

Brisbane, Queensland, Australia IAG Full time
Overview

Community Management and Social Media Lead – join NRMA Insurance as part of the Digital Customer Solutions team. You will manage a national team of six social media agents delivering customer service via chat on platforms such as Facebook, Instagram, and WeChat, including support for customers with English as a second language (WeChat in Mandarin and Cantonese). The role is an operational leadership position responsible for customer experiences across public and private chat domains, team coaching, resourcing, and compliance with risk, regulatory, and quality standards.

Responsibilities
  • Own how NRMA Insurance engages with customers across digital platforms and shape tone of voice for the brand online.
  • Lead and coach a national team of six social media agents, managing performance and development.
  • Manage operational resourcing and ensure compliance with risk, regulatory, and quality assurance standards.
  • Collaborate with Marketing, Risk, and external partners to uphold brand and reputational standards.
  • Manage escalated complaints and support vulnerable customers.
  • Lead in a role with high visibility, influencing public perception of the brand in the digital space.
About You (Qualifications/Experience)
  • Digitally savvy leader with strong background in customer service and social media engagement.
  • Experience leading and coaching high-performing teams and driving customer experience outcomes.
  • Ability to collaborate across business units to uphold brand and reputational standards.
  • Technical expertise in social media platforms (Facebook, Instagram, WeChat) and experience with chat-based service tools and review site monitoring systems.
  • Ability to interpret data, manage operational workflows, and deliver impactful customer interactions in highly visible online work.
Location and Employment
  • Full-time, permanent position open to candidates at any IAG office across Australia; preference for Meanjin (Brisbane) or Gadigal Country (Darling Park 2, Sydney).
Benefits
  • Boosted superannuation with 13% as standard
  • Up to 50% off personal insurance (home and motor)
  • 5 myLeave days per year in addition to annual leave
  • Work from home options and flexible work arrangements via myFlex
  • Industry-leading 20 weeks paid parental leave for primary and secondary carers
  • Dedicated career growth programs, including IAG Academy
  • A certified Family Inclusive Workplace
  • Award-winning recognition and reward program
About Us

As part of IAG you'll enjoy a world of career opportunities and a purpose-led environment focused on connection and belonging. We celebrate diverse viewpoints shaped by life experiences and culture and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and meaningful change for customers and employees.

Important Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Marketing and Sales
  • Industries: Insurance

Applications close Wednesday, 10 September 2025.

Joining NRMA you'll have access to a raft of benefits from across the Group.


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