Manager, Social Media

5 months ago

Melbourne, Australia AustralianSuper Full time

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

**Your new role**

The Social Media Team predominately exists to be the centre of excellence for community management within the Fund. Providing best-in-class member engagement and moderation on social channels that builds trust, facilitates connection with service channels that can resolve issues where needed and that aligns with the Funds brand.

As the Manager Social Media managing a small team of Social Media Leads, you are a key member of the Member Sentiment Team and will be responsible for leading the Fund’s social media community moderation program.

Key duties include but are not limited to:

- Be the centre of excellence for community management within the Fund by setting and delivering best in class community management and moderation standards.
- Ensure social channel interactions are timely, accurate, reflect the Fund’s approved position, and are in line with regulatory obligations.
- Manage and moderate interactions on social channels, triaging, and escalating expressions of dissatisfaction (EOD)/complaints into relevant functions for effective resolution.
- Analyse and report on member engagement via social channels and develop insights to inform uplift in member experience and service standards.
- Support, mentor and lead a small team to operate and make decisions according to the Fund’s Policies, Standards and Procedures Ensure the team has adequate resources and culture to meet the near term and strategic goals and operational plans of AustralianSuper.

**What you’ll need**
- Minimum 5 years’ experience within Social Media.
- CX knowledge, and experience running multiple social media channels for a leading brand.
- Proven leadership experience
- Experience within superannuation / financial services preferable
- A thorough working knowledge of social media tools such as Sprinklr, Meltwater, Hootsuite.
- Experience understanding and translating member insights to drive a continuous improvement program. Customer / member focused.

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s next.**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**Progress powered by purpose**

**The AustralianSuper Story
As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome. We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.

We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.

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