Head of Social Media

About the role

The Head of Social Media will lead the organic social strategy for the Qantas Group, ensuring a consistent brand voice across Corporate Affairs, Marketing and Customer teams. This senior position is based at the Mascot Campus and reports to senior executives in Corporate Affairs and Brand & Marketing.

Key responsibilities

• Develop and execute an organic social media strategy that drives reputation and customer advocacy.
• Lead a consolidated team of social content creators and social care specialists.
• Ensure strategic alignment and operational excellence across all owned and earned social channels.
• Oversee brand‑led social marketing content and customer‑facing social care to renew trust and pride.
• Provide expert counsel on social media opportunities, risks and reputation management to senior stakeholders.
• Implement market‑leading SLAs for response rates, quality and sentiment in social care.
• Guide social media aspects of campaign activations, crisis management, executive positioning and global trends.

Required profile

• 12‑15 years of experience in social media, digital marketing and communications.
• At least 5 years in senior leadership roles managing brand content and community/customer care.
• Tertiary qualification in Marketing, Communications, Public Relations, Journalism or equivalent.
• Proven experience developing enterprise‑level social media strategies in large, complex organisations.
• Strong understanding of media and audience‑building strategies across platforms.

Required skills