Operations Lead – Social Media, Marketing

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Take full ownership of the end-to-end delivery of Social Media operations while ensuring that KPIs and SLAs are consistently achieved.

• Serve as the primary liaison for clients and stakeholders.

• Oversee daily operations, resource allocation, and workload management.

• Supervise escalation processes and their resolution.

• Identify and mitigate risks, including those related to brand management.

• Monitor interactions, such as comments, messages, and mentions, to cultivate community engagement and improve member experience.

• Ensure that all responses are consistent with the brand and align with company values and objectives.

• Handle social media crises and assist in de-escalating situations.

• Manage the social media tools and platforms used for scheduling, monitoring, and analytics.

• Keep abreast of social media trends, algorithm updates, and best practices.

• Create and execute social media strategies that align with overall business goals.

• Analyze existing marketing initiatives to identify weaknesses and implement improvements.

• Establish operational efficiencies and apply industry best practices to enhance client outcomes and service delivery.

• Lead and develop a team comprising Social Care Team Managers and Social Care Representatives.

• Conduct performance evaluations and provide ongoing coaching.

• Encourage collaboration and a culture of continuous improvement.

• Establish strong relationships with clients and act as a trusted advisor.

• Generate weekly, monthly, and quarterly business reviews that include insights and recommendations.

• Present updates on performance and deliver presentations effectively.

• Ensure client satisfaction and alignment with their expectations.

• Proactively seek opportunities for service enhancement.

• Translate client goals into actionable operational tasks.

⛳️ Requirements

• Minimum of 5 years of experience in operations or leadership roles within social media.

• Proven experience managing teams in BPO or social media settings.

• Familiarity with social media management tools (e.g., Sprinklr, Nectar, Hootsuite) and analytics platforms.

• Understanding of social media KPIs and the ability to track and interpret metrics to boost user engagement and recommend content optimization.

• Capable of providing high-level support to both team members and clients.

• Strong initiative with the capability to plan and prioritize tasks effectively.

• Demonstrated organization, methodical approach, and attention to detail.

• Possess a growth mindset with a proactive and self-motivated attitude.

• Experience and capability for remote work.

• Proficient in English, both spoken and written.

🏝️ Benefits

• Fully remote work-from-home position based in Portugal.

• €20 monthly internet allowance.

• €10.46 meal allowance for each working day.

• Company-provided equipment.

• Home office allowance.

• Access to an online gym and wellbeing studio.

• Opportunities for professional development and growth.

• Engaging company events and team outings.

• Autonomy and responsibility in your role.