Community Management and Social Media Lead

Community Management and Social Media Lead

Be among the first 25 applicants

NRMA Insurance has been helping Australians with their general insurance and actively supporting communities for 100 years. Part of Insurance Australia Group (known as IAG), we're proud to be one of Australia's most iconic brands.

Overview

Join our Digital Customer Solutions team as a Community Management and Social Media Lead, where you'll take ownership of how NRMA Insurance engages with customers across digital platforms. In this operational leadership role, you'll manage a national team of six social media agents who provide customer service via chat on platforms like Facebook, Instagram, and WeChat. The team also supports customers with English as a second language, including those using WeChat in Mandarin and Cantonese, and monitors review sites to ensure brand integrity and customer satisfaction.

Responsibilities

• Drive exceptional customer experiences across public and private chat domains.
• Coach and develop the social media team; manage operational resourcing.
• Ensure compliance with risk, regulatory, and quality assurance standards.
• Collaborate with Marketing, Risk, and external partners to uphold NRMA's brand and reputational standards.
• Manage escalated complaints and support vulnerable customers.
• Shape tone of voice and guide team performance to reflect NRMA Insurance values across digital channels.
• Lead a visible social media presence that influences how the brand is perceived online.

About You

You're a digitally savvy leader with a strong background in customer service and social media engagement. You bring experience leading and coaching high-performing teams, driving customer experience outcomes, and collaborating across business units to uphold brand and reputational standards.

To succeed, you'll need technical expertise in social media platforms such as Facebook, Instagram, and WeChat, along with experience with chat-based service tools and review site monitoring systems. Your ability to navigate digital channels, interpret data, and manage operational workflows will be key to delivering impactful customer interactions and leading a team whose work is highly visible across public platforms.

This is your opportunity to shape how customers experience our brand in the digital space—if you're ready to lead with purpose, we're ready for you.

Applications close Wednesday, 10 September 2025.

Benefits

• Boosted superannuation with 13% as standard
• Up to 50% off personal insurance, including home and motor insurance
• 5 myLeave days per year on top of annual leave
• Work from home and many more flexibility options with myFlex
• Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
• Dedicated career growth programs, including the award-winning IAG Academy
• A certified Family Inclusive WorkplaceTM
• Award-winning recognition and reward program

About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all 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 create meaningful change for our customers and employees.

We're ready for you. Apply today.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Marketing and Sales

Industries

• Insurance

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