Senior Executive, Social Media & Engagement

The Senior Executive, Social Media & Engagement, is responsible for ensuring timely, consistent, and high-quality engagement across all social media platforms and review channels, while maintaining strong execution discipline across content scheduling and calendar management.

This role plays a critical function in protecting brand reputation, strengthening audience engagement, and ensuring operational excellence across all digital touchpoints.

1. Community Management & Social Listening

• Monitor all social media platforms daily (including but not limited to Instagram, TikTok, Facebook, LinkedIn)
• Respond to comments, direct messages, enquiries and online reviews in a timely, professional and brand-aligned manner
• Escalate sensitive or high-risk issues to the Team Leader promptly
• Maintain a consistent and appropriate brand tone of voice across all responses

2. Online Reputation Management (ORM)

• Monitor Google Reviews and other review platforms every 2–3 days
• Ensure all reviews are acknowledged and responded to within defined timelines
• Flag recurring issues, negative sentiment, or reputational risks for immediate action
• Monitor recurring feedback themes and provide regular insights to support service and communication improvements.

3. Social Media Calendar & Content Operations

• Own and maintain the master social media calendar across all entities, ensuring visibility and coordination of all planned content
• Ensure all approved content is scheduled and published on time
• Coordinate with internal stakeholders to ensure content readiness and alignment
• Maintain strong execution discipline to avoid delays or missed postings
• Support the development, production and coordination of social media content, where required, to ensure timely execution of the content calendar

4. Performance Tracking & Reporting

• Monitor and analyse key social media performance metrics, including follower growth, engagement, reach, impressions and content performance
• Prepare monthly performance dashboards highlighting key trends, insights and recommendations
• Support management reporting by consolidating social media performance across all entities
• Identify opportunities to improve audience engagement and content effectiveness through data-driven insights
• Collaborate with relevant team members to ensure consistency in reporting standards

5. Insights & Continuous Improvement

• Identify trends, audience behaviour patterns, and content performance insights
• Provide recommendations on:
  • What content works / does not work
  • Opportunities to improve engagement
• Support continuous optimisation of content and engagement strategies

Key Performance Indicators (KPIs)

Response Time Compliance

• Social media comments & messages: ≤ 24 hours
• Reviews: ≤ 48 hours

Execution Excellence

• 100% on-time content publishing
• Zero missed scheduled posts
• Maintain an accurate and up-to-date social media content calendar across all entities

Engagement Quality

• Consistent and brand-aligned responses
• Improvement in engagement rate over time

Reporting Accuracy & Timeliness

• Monthly reports submitted on time
• Clear, actionable insights provided

Experience

• 3-5 years of experience in social media management, digital marketing, or related roles
• Proven experience in community management and content operations

Skills & Competencies

• Strong written communication with a clear sense of brand voice and tone
• High attention to detail and strong execution discipline
• Ability to manage multiple platforms and timelines simultaneously
• Basic analytical skills with the ability to interpret performance data
• Strong sense of responsiveness, ownership, and accountability

Success Profile

This role is best suited for someone who:

• Is highly responsive and detail-oriented
• Thrives in a fast-paced, execution-driven environment
• Takes ownership of tasks and follows through consistently
• Has a strong instinct for brand reputation and audience engagement