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. Based at the Mascot Campus, this permanent role focuses on building reputation, customer advocacy and operational excellence on all owned and earned social channels.

Key responsibilities

• Develop and execute the group‑wide organic social media strategy.
• Lead a consolidated team of social media experts covering content creation, social care and community management.
• Align social initiatives with corporate communications, marketing campaigns and customer experience goals.
• Set best‑practice standards, SLAs and performance metrics for response rates, quality and sentiment.
• Provide strategic counsel on social opportunities, risks, crisis management and executive positioning.
• Collaborate with senior stakeholders across Corporate Affairs, Marketing, Customer and Operations.

Required profile

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

Required skills

What we offer

• Permanent position within a leading Australian airline group.
• Opportunity to shape the social narrative of a globally recognised brand.
• Collaboration with senior leaders across multiple business functions.