About this role
About The Role <strong>Job Title</strong>: <span> </span>Operations Lead - Social Media & Marketing <br><strong>Location</strong>:<span> </span>Remote based in Portugal <br><strong>Terms</strong>:<span> </span><span> </span>Permanent Contract / Full-Time 40h weekly <br><strong>Schedule</strong>: Monday to Friday, 8h rotation shifts (9am to 17:30 and 15:30 to 12pm). Occasional weekends may be included <br><br><strong>Role Overview: </strong><br>The Operations Lead – Social Media & Marketing is responsible for leading the delivery, performance, and strategic direction of Social Media operations while ensuring alignment with broader marketing and business objectives. <br><br><strong>Key Responsibilities: </strong><br><br><strong>Operational Leadership & Delivery: </strong><ul><li>Own end-to-end delivery of Social Media operations and ensure KPIs and SLAs are met. </li><li>Act as the key point of contact for clients and stakeholders. </li><li>Manage day-to-day operations, resourcing, and workload planning. </li><li>Oversee escalation management and resolution. </li><li>Identify and manage risk – including brand risk management </li></ul><strong>Social Media Management & Analytics: </strong><ul><li>Monitor responses to comments, messages and mentions to foster community engagement and enhance member experience </li><li>Ensure all responses are on brand and in line with company values and goals </li><li>Manage social media crises and support with de-escalations. </li><li>Manage social media tools and platforms used for scheduling, listening and analytics </li><li>Stay up to date with social media trends, algorithm changes and best practices </li><li>Develop and implement social media strategies aligned with business goals </li><li>Analyze current marketing efforts to pinpoint weaknesses and make improvements </li><li>Implementation of operational efficiencies and deployment of industry best practices to improve client outcomes and service effectiveness. </li></ul><strong>Team Leadership & Development: </strong><ul><li>Lead and develop a team of Social Care Team Managers and Social Care Representatives </li><li>Conduct performance reviews and ongoing coaching </li><li>Foster a culture of collaboration and continuous improvement</li></ul><strong>Client & Stakeholder Management: </strong><ul><li>Build strong client relationships and act as a trusted advisor. </li><li>Produce regular business reviews (weekly, monthly, and quarterly review) with insights and recommendations. </li><li>Deliver presentations and performance updates. </li><li>Ensure client satisfaction and alignment. </li><li>Proactively identifying opportunities for service enhancement </li><li>Translating client objectives into operational actions </li></ul><br> Your profile <p style="margin:16px 0px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:justify;"><span style="margin:0px;padding:0px;font-size:14px;line-height:20.7px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;">To thrive in this role, you should </span><span style="margin:0px;padding:0px;">possess</span><span style="margin:0px;padding:0px;"> the following qualifications and attributes:</span></span></p><ul><li>5+ years in operations or social media leadership roles. </li><li>Experience managing teams in BPO or social media environments </li><li>Familiar with Social media tools (e.g., Sprinklr, Nectar, Hootsuite) and Analytics platforms </li><li>Understanding of social media KPIs; Assist with tracking and interpreting metrics to enhance user engagement, suggest content optimization </li><li>Competent in providing high-level support to both team members and customers </li><li>Can demonstrate high levels of initiative with the ability to plan and prioritise tasks </li><li>You are proven to be organised, methodical and rigorous. </li><li>Have a growth mindset and are a proactive, self-motivated individual </li><li>Have remote working experience and capabilities. </li><li>English Proficiency & Comprehension (spoken and written)</li></ul> Why us? <ul><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">Fully Remote work from home role based in Portugal </span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">A competitive salary</span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">€20 Monthly Internet Allowance </span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">€10.46 Meal Allowance per working day </span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">Equipment provided</span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">Home office allowance </span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">Online Gym and Wellbeing Studio</span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">The opportunity for professional growth</span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">Fun company events and team outings</span></span></div></li><li><div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:14px;">Autonomy and Responsibility</span></span></div></li></ul>