Operations Lead - Social Media (Remote in Portugal)

About this role

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