Head of Social Media Qantas Group

About the role

Lead organic social strategy and execution, ensuring consistent brand voice and alignment across Corporate Affairs, Marketing, and Customer teams. Drive social media as a core reputation and customer advocacy channel, leading cross-functional teams and setting best-practice standards for engagement and performance. Permanent position based at our Mascot Campus The Head of Social is responsible for operationalising and executing the organic social media strategy across the Qantas Group, working with Corporate Affairs, Marketing, and Customer functions to deliver social uplift and best practice outcomes. This role will lead a consolidated team of social media experts from across content creation in marketing and social care, ensuring consistent brand voice, strategic alignment, and operational excellence across all owned and earned social channels. The Head of Social oversees both organic brand-led social marketing content and customer-facing social care, working to renew trust and pride in Qantas. The role reports into the Executive Manager of Corporate Affairs and Internal Communications and the Executive Manager Group Brand and Marketing, collaborating closely to translate group communications objectives into impactful social outcomes. Every social interaction represents an opportunity to build reputation among customers, employees, and the media. Working closely with senior stakeholders across Corporate Affairs, Marketing, Customer, and Operations, the Head of Social delivers strategic priorities and provides expert channel counsel on social media opportunities, risks, and reputation management. This position will lead the operational transition of social care into a customer advocacy and reputation management platform, embedding market-leading SLAs around response rates, quality, and sentiment. As a key leader, the Head of Social will provide specialist guidance on social media matters across business units, including campaign activations, crisis management, executive positioning and global trends. You'll have - 12-15 years' experience in social media, digital marketing, and communications, with at least 5 years in senior leadership roles managing both brand content and customer care/community management functions. Tertiary qualifications in Marketing, Communications, Public Relations, Journalism, or equivalent. Significant experience developing and implementing social media strategies at enterprise level within large, complex organisations. Understanding of media and strategies for building audiences across platforms. Proven track record leading both brand-building social marketing and customer care/community management functions simultaneously. Demonstrated experience managing reputational rebuild efforts for major brands, preferably ASX-listed companies facing public scrutiny. Deep understanding of social media's role in reputation management and experience turning negative sentiment into positive advocacy through systematic, strategic intervention. Experience working within aviation, travel, or service sectors with exposure to largescale workforces, complex stakeholder management, and highly unionised environments. Excellent presentation and communication skills with proven ability to influence C-suite executives and build credibility with senior leadership. Outstanding writer with ability to create compelling messages, establish consistent brand voice across diverse content types and lead with empathy. Demonstrated ability to communicate effectively with diverse audiences including customers, employees, media, shareholders, and regulators. Proven leadership skills building and managing high-performing teams. Experience championing best practice social media to stakeholders with varying levels of digital literacy and driving organizational change including executive use of LinkedIn. Ability to identify and analyse business and audience needs to deliver messages via most appropriate channels and formats. Strong experience working across multiple social media platforms including emerging platforms with proven ability to develop channel strategies, playbooks, and integration into broader marketing and communications strategies. Innovative mindset with proven experience implementing new technologies, platforms, and processes while managing organizational change. Agility and resilience to drive change agenda and navigate ambiguous, rapidly evolving situations with strong problem solving skills. Results-oriented with strong understanding of setting metrics, performance reporting, analysis techniques, and continuous improvement methodologies. Understanding of social listening tools, community management platforms, and analytics capabilities. Why Qantas? You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you'll be able to grow both pe

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Qantasgroup? Share your experience