Social Media Manager

About the role

We are creating a new Social Brand Reputation Team that will deliver seamless customer‑care experiences while safeguarding our brand across social platforms. This role sits in Global Community Operations and works closely with Global Marketing and Crisis Communications to address viral posts, influencer activity, and emerging brand risks in real time.

Key responsibilities

• Monitor social channels for viral content, influencer posts and negative brand mentions, and respond promptly.
• Collaborate with Marketing and Communications to craft public‑facing responses to issues.
• Support social listening, reporting, and in‑feed communications.
• Manage brand‑crisis activity on social media, including escalation, policy coordination and issue resolution.
• Partner with stakeholders across the US, UK & Ireland, India and Australia.
• Assist in onboarding and training new team members on processes and ways of working.
• Identify and implement improvements to increase efficiency and response quality.

Required profile

• 2+ years of experience in social media community management or a related field.
• Strong written and verbal communication skills.
• Experience handling customer‑care issues in a public‑facing environment.
• Ability to manage multiple priorities and tight deadlines.
• Proactive, independent, solution‑focused mindset with high attention to detail.

Required skills

• Experience with social listening and monitoring tools such as Sprinklr and Brandwatch.
• Understanding of major platforms including Facebook, X/Twitter, LinkedIn, Instagram, TikTok, Reddit and YouTube.