Social Media and Community Lead

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**

This role falls within the Social Media Engagement Team, within the Member Sentiment function. The Member Sentiment function exists to champion member voice across the Fund. We advocate for improved members outcomes by sharing meaningful insights that drive optimisation of the member experience. The Social Media Engagement Team is a valued contributor as the centre of excellence for community management within the Fund. The team provide best-in-class member engagement and moderation on social channels to build trust, facilitate connection with service channels that can resolve member issues and in alignment with the Fund’s brand.

As the Social Media and Community Lead, your primary responsibility is to monitor public channels, moderate comments, respond and report on all public social media engagement. Working closely with the broader Social Media Engagement Team, you will ensure the online community is protected from defamatory statements and increase the Funds moderation presence across all owned social media channels.

Key duties include but are not limited to:

- 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.
- Lead the Fund’s community management program for owned social channels - including LinkedIn, Facebook, X

**What you’ll need**
- Minimum 3 years+ years social media community management experience.
- Experience using enterprise level social media management tools.
- Ability to create, interpret and provide insights on social media reports.
- Excellent attention to detail and writing ability to compose high-quality, on-brand responses for every interaction.
- Knowledge of online marketing and good understanding of major marketing channels.
- Experience managing and utilising social tools such as Sprinklr. RG146 or willingness to obtain.

**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.

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