Operations Lead - Social Media & Marketing

About The Role

Job Title
:
Operations Lead - Social Media & Marketing
Location
:
Remote based in Portugal
Terms
:
Permanent Contract / Full-Time 40h weekly
Schedule
: Monday to Friday, 8h rotation shifts (9am to 17:30 and 15:30 to 12pm). Occasional weekends may be included
Role Overview:
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.

Key Responsibilities:

Operational Leadership & Delivery:
Own end-to-end delivery of Social Media operations and ensure KPIs and SLAs are met.
Act as the key point of contact for clients and stakeholders.
Manage day-to-day operations, resourcing, and workload planning.
Oversee escalation management and resolution.
Identify and manage risk – including brand risk management
Social Media Management & Analytics:
Monitor responses to comments, messages and mentions to foster community engagement and enhance member experience
Ensure all responses are on brand and in line with company values and goals
Manage social media crises and support with de-escalations.
Manage social media tools and platforms used for scheduling, listening and analytics
Stay up to date with social media trends, algorithm changes and best practices
Develop and implement social media strategies aligned with business goals
Analyze current marketing efforts to pinpoint weaknesses and make improvements
Implementation of operational efficiencies and deployment of industry best practices to improve client outcomes and service effectiveness.
Team Leadership & Development:
Lead and develop a team of Social Care Team Managers and Social Care Representatives
Conduct performance reviews and ongoing coaching
Foster a culture of collaboration and continuous improvement
Client & Stakeholder Management:
Build strong client relationships and act as a trusted advisor.
Produce regular business reviews (weekly, monthly, and quarterly review) with insights and recommendations.
Deliver presentations and performance updates.
Ensure client satisfaction and alignment.
Proactively identifying opportunities for service enhancement
Translating client objectives into operational actions
Your profile
To thrive in this role, you should
possess
the following qualifications and attributes:
5+ years in operations or social media leadership roles.
Experience managing teams in BPO or social media environments
Familiar with Social media tools (e.g., Sprinklr, Nectar, Hootsuite) and Analytics platforms
Understanding of social media KPIs; Assist with tracking and interpreting metrics to enhance user engagement, suggest content optimization
Competent in providing high-level support to both team members and customers
Can demonstrate high levels of initiative with the ability to plan and prioritise tasks
You are proven to be organised, methodical and rigorous.
Have a growth mindset and are a proactive, self-motivated individual
Have remote working experience and capabilities.
English Proficiency & Comprehension (spoken and written)
Why us?
Fully Remote work from home role based in Portugal
A competitive salary
€20 Monthly Internet Allowance
€10.46 Meal Allowance per working day
Equipment provided
Home office allowance
Online Gym and Wellbeing Studio
The opportunity for professional growth
Fun company events and team outings
Autonomy and Responsibility