Manager - Social, Digital Brand & Communications

About the role

This role reports to the Head of Customer Experience, Brand & Marketing and leads the Group's social media, digital brand and communications strategy across the Pacific markets. It builds a consistent, engaging digital presence that strengthens brand reputation, improves customer engagement and supports business growth. The position works with Brand, Communications, Customer Experience and Digital teams on content strategy, social media governance, community engagement and online reputation management.

Key responsibilities

• Develop and execute the Group Social, Digital and Brand Strategy, aligning engagement, channel priorities and investment with brand and business objectives.
• Lead content strategy and editorial direction across social, digital, mobile and video channels.
• Lead social community engagement and digital customer care frameworks, including service standards, escalation processes and advocacy programmes.
• Manage digital communications, social listening and reputation monitoring, working with stakeholders on corporate, customer and emerging reputational issues.
• Establish group-wide social and digital governance standards covering brand, privacy, regulatory, information security and platform requirements.
• Monitor performance across engagement, sentiment, reach, traffic and conversion, and use insights to improve results.
• Lead and develop the Social and Digital team and build digital and content capability across the Group.

Required profile

• Bachelor's degree in Marketing, Communications, Public Relations, Journalism, Business, Digital Media or a related discipline.
• At least 8 years' experience in social media, digital marketing, brand management or corporate communications, including at least 3 years in people leadership.
• Proven experience in content strategy, community engagement, social customer care and online reputation management.
• Demonstrated experience developing multi-channel digital strategies and managing agencies, digital platforms and external partners.

Required skills

• Social media and digital marketing strategy, brand management and digital communications governance.
• Social listening, sentiment analysis, digital analytics, performance reporting and optimisation.

Only shortlisted applicants will be contacted for interviews.