Social Media Community Leader
6 days ago
We genuinely care about our colleagues, supporting diverse needs and promoting flexibility. Our diverse team celebrates opportunities for growth and delivers better outcomes for members.
**Your New Role**
The social media community is at the centre of excellence for member management within the Fund. We provide best-in-class engagement and moderation on social channels, building trust and resolving issues where needed, while aligning with the Fund's brand.
As a Social Media Manager, you'll lead a small team of social media specialists as a key member of the Member Sentiment Team. Your responsibilities will include:
• Establishing and delivering high-quality community management and moderation standards.
• Ensuring timely and accurate social channel interactions that reflect the Fund's approved position and regulatory obligations.
• Managing and moderating social channel interactions, triaging expressions of dissatisfaction or complaints into relevant functions for effective resolution.
• Analyzing and reporting on member engagement via social channels to inform uplift in member experience and service standards.
• Supporting and mentoring your team to operate according to the Fund's Policies, Standards and Procedures, ensuring adequate resources and culture to meet strategic goals and operational plans.
**Key Requirements**
• 5 years' experience in social media, preferably with customer experience knowledge and experience running multiple social media channels for a leading brand.
• Proven leadership experience and thorough working knowledge of social media tools such as Sprinklr, Meltwater, Hootsuite.
• Experience understanding and translating member insights to drive continuous improvement programs and customer/member-focused approaches.
**Why Work With Us**
AustralianSuper prioritizes colleague development, offering ongoing learning, coaching, training, and career opportunities across our expanding global organisation. We promote a blended working environment and generous leave entitlements.
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