📢 Job Title: Social Brand Reputation Lead (Contract) - Global Community Operations
Role Type:
Contract (6 Months)
Duration:
24/11/2025 to 23/05/2026
Location:
London, UK (Hybrid Model)
⭐ About the Role: Protecting a Global Brand's Reputation
We are building a new Social Brand Reputation Team under Global Community Operations, closely tied to Global Marketing and Crisis Communications. This role is the frontline defense for our brand on social media, focused on managing high-stakes, sensitive issues before they escalate.
You should bring a passion for customer care, influencer management, and crisis communications. This role demands a dynamic, fast thinker who can spot potential problems before they become a major brand risk in a high-change, global environment.
Key Objectives
* White Glove Attention: Provide high-level customer care for viral and influencer posts across social media.
* Frontline Crisis Management: Serve as the immediate response team for critical issues surfacing on social media, working with Comms and Marketing.
What You'll Be Doing (Key Responsibilities)
* Monitor social media for viral and influencer posts and respond to negative content via enterprise tools like Sprinklr (and potentially natively on platforms).
* Liaise directly with Marketing and Communications teams on high-profile response strategies.
* Manage key stakeholder conversations with senior global leadership across international offices (US, UK&I, India, Australia).
* Manage various aspects of brand crises, including social listening, reporting, crafting in-feed posts, and aligning with policy teams.
* Understand and apply the full spectrum of customer care policies and processes.
* Assist in training and onboarding new team members.
Basic Qualifications
* Minimum of 2 years of prior work experience, preferably in social media community management or a related field.
Preferred Qualifications & Experience (Key Candidate Differentiators)
* Experience: 4+ years of social media community management for a large brand with diverse issues.
* Crisis Expertise: Previous experience managing Brands and Crisis in Social Media.
* Tools: Social Listening and Software Proficiency in Sprinklr & Brandwatch.
* Stakeholder Management: Proficient skills in managing conversations and aligning with senior global leadership.
* Project Management: Proven ability to manage multiple projects end-to-end in a fast-paced environment.
* Soft Skills: Strong communicator (verbal and written) with creative copy-writing skills; highly organized, independent, and a proactive problem solver.
* Clear understanding of engagement elements across major social networks (Facebook, X/Twitter, LinkedIn, Instagram, TikTok, Reddit, YouTube).
* Ability to de-escalate negative engagements and turn them into positive outcomes.