About the Role

Champion Qantas’ brand reputation across social media channels. As Manager Social Advocacy, you’ll lead the social advocacy strategy, manage a team of Social Care Advisors, and drive positive sentiment across key platforms. You’ll optimise social listening tools, prevent reputational risks, and deliver proactive customer engagement that strengthens brand advocacy.

• Lead social advocacy strategy and team delivery
• Manage Sprinklr platform for rapid, high‑quality responses
• Reset operating rhythms to align service capacity with demand
• Develop playbooks for customer engagement and brand responses
• Drive market‑leading SLAs for response rates, quality, and sentiment
• Collaborate with Corporate Affairs to deliver best‑in‑class copywriting and community management
• Implement surprise‑and‑delight initiatives to uplift brand sentiment

• Community management
• Customer service
• Social listening tools optimization
• Reputational risk management
• Proactive customer engagement
• Team leadership
• Stakeholder influence
• Copywriting
• Problem-solving
• Innovative mindset
• Experience implementing new technologies

• 8+ years’ experience in social media, PR, or communications
• Tertiary degree in Marketing, Communications, or related field
• Strong expertise in community management and customer service
• Proven ability to lead high‑performing teams and influence stakeholders
• Experience managing reputational rebuild efforts for major brands
• Excellent written and spoken communication skills
• Innovative mindset with experience implementing new technologies
• Strong problem‑solving skills and ability to advise senior stakeholders