Head of Social & Community – London

Overview

As Head of Social & Community, you will build and lead Flight Centre’s first global social and community framework, driving consistency while preserving local relevance. You’ll partner with regional teams to align strategies, governance, and measurement across markets, turning social into a high-performance channel. This is a rare, ground-up role with global impact, shaping how the brand engages audiences and grows communities at scale. You’ll influence resource models, operating structures, and cross-functional ways of working to deliver measurable social outcomes.

Pay / Benefits

• exclusive travel discounts
• career development with global presence
• vibrant culture and social events
• Active Hour for wellbeing
• comprehensive health plan
• health and wellbeing challenges

Responsibilities

• Define and implement a global social and community framework with standardised strategy, tooling, governance, and measurement across regions
• Co-develop social strategies with regional brand teams to reflect local needs while maintaining global standards
• Identify optimal resourcing, production, and operating models to accelerate social as a performance channel
• Collaborate with paid media to ensure aligned messaging across organic and paid social
• Develop and own community management frameworks, engagement standards, response protocols, and escalation processes for regional use
• Design and drive a social advocacy strategy including employee advocacy frameworks
• Partner with brand marketing and creative teams on future-state content strategy and channel ownership
• Evaluate and evolve the Social Content Producer role within the operating model
• Lead a global audit of regional social activity to identify opportunities, gaps, and duplication
• Propose future team structure and framework to support long-term growth
• Secure stakeholder endorsement for resources, budget, and capability requirements
• Rollout and adoption of social and community standards across global markets
• Establish performance measurement frameworks covering engagement, growth, advocacy reach, share of voice, and business impact
• Integrate social performance metrics into broader business reporting with MarTech and attribution teams
• Build strong relationships with senior stakeholders across regional brand, marketing, digital, growth, and reporting teams
• Contribute to an inclusive, welcoming, and thriving work environment

Key requirements

• 6-8+ years’ experience in social media and community strategy with progression from execution to strategic ownership
• Experience designing or standardising frameworks across regions, markets, or brands
• Proven community management strategy and social advocacy program design experience
• Experience with Oktopost or equivalent social advocacy tools
• Experience partnering with brand, content, creative, and marketing teams to establish governance
• Strong content production leadership including briefing, prioritisation, and planning
• Experience mentoring or developing teams in growing functions
• Proven ability to work across global stakeholders, regions, and time zones
• Strong stakeholder management and influencing skills
• Commercially minded with ability to report performance to senior leaders
• Bachelor’s degree in Marketing, Communications, Digital Marketing, or related discipline
• Relevant social media, community management, or platform certifications advantageous
• Ability to travel as required

• stakeholder management
• influencing and collaboration
• leadership and people development
• Oktopost or equivalent social advocacy tools
• governance frameworks
• measurement and analytics for social performance

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