Manager Social Advocacy

Job description

Company Description Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services. Job Description Lead social advocacy strategy and team delivery to drive positive sentiment across our social channels. Optimise and embed new social listening and care platform to enable fast, high-quality responses and prevent reputational risk. Permanent position based at our Mascot Campus The Manager Social Advocacy is the brand and reputational champion across social media service channels and key public forums and groups. This role is responsible for the execution of social care for Qantas Group and leading a team of Social Care Advisors working to improve overall brand advocacy in social channels and drive reputational uplift. This role will be required to reset operating rhythms to align service capacity to demand (peak hours) and continue to evolve processes and playbooks to ensure Qantas can be more proactive across its social channels to pre-empt service issues escalating into reputation issues. The Manager Social Advocacy will also helpmanage Sprinklr, our social care platform, to enable rapid and efficient response rates by the social care team, empowering them to resolve issues quickly, effectively and go above and beyond in the moments that matter (acknowledge, apologise, over‑correct). This is part of our efforts to move the social advocacy function, within Corporate Affairs. The role will also support and set ambitious, market‑leading SLAs around response rates, response time, quality, and response sentiment to drive sustained improvement. The Manager Social Advocacy will continue to evolve the playbook for brand and customer responses, aligned to our tone of voice, working closely with the Head of Social Advocacy and the wider Corporate Affairs team to ensure best‑in‑class copywriting, community management, and the delivery of customer advocacy and surprise‑and‑delight initiatives to increase positive sentiment towards the brand. This role will combine strong problem solving and copywriting skills with being a social native that understands customer resolution to lift sentiment outcomes across all social channels. You’ll have – 8+ years’ experience in social media, customer and/or PR and communications Tertiary degree in Marketing, Communications or related field Excellent understanding of, and experience in community management, social media platforms, and customer service. Experience in social strategy implementation to meet business targets, a focus on customer engagement strategies within social platforms is desirable. Results orientated, with a strong understanding of setting metrics, performance reporting, and analysis techniques. Excellent written and spoken communication skills, with the ability to engage with and influence a range of key stakeholders, both internal and external. Proven ability to influence others, lead high-performing teams, and collaborate effectively across functions. Demonstrated experience working across multiple social media platforms including development of playbooks and driving viral outcomes for brands. Innovative mindset and experience implementing new technologies and processes in social. Experience managing reputational rebuild efforts for big brands, including ASX listed companies. Experience managing a team, building customer advocacy and connectivity to various areas of the business and success outcomes. Strong problem-solving skills and the ability to advise senior stakeholders across a large, complex organisation. 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 personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless. The Qantas employee benefits program offers amazing benefits that extend well beyond travel. We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees. We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan. Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation. Be a part of something special and play your part in the Qantas story – get in touch today. Applications close: Wednesday 17th June 2026 Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. Qualifications Additional Information