Operations Lead - Social Media (Remote in Portugal)

Job Title: Operations Lead -
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

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)

• 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