Manager Social Advocacy

About the role

Qantas is seeking a Manager Social Advocacy to lead the social advocacy strategy and team delivery, driving positive sentiment across its social channels. Based at the Mascot Campus, this senior role will act as the brand and reputational champion on social media and key public forums.

Key responsibilities

• Develop and execute social advocacy strategy to improve brand advocacy and reputational uplift.
• Optimise and embed the Sprinklr social listening and care platform for fast, high‑quality responses.
• Reset operating rhythms to align service capacity with peak‑hour demand.
• Set and monitor ambitious SLAs for response rate, time, quality and sentiment.
• Evolve playbooks and copywriting guidelines in partnership with Corporate Affairs.
• Lead a team of Social Care Advisors, coaching them to resolve issues quickly and exceed customer expectations.

Required profile

• 8+ years of experience in social media, customer care, PR or communications.
• Tertiary degree in Marketing, Communications or a related field.
• Strong understanding of community management, social media platforms and customer service.
• Results‑oriented with proven ability to set metrics, report performance and drive improvement.

Required skills

• Sprinklr (social care platform) proficiency.