Flight Centre
Head of Social & Community - London
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We are looking for a visionary Head of Social & Community to build and lead our first global social and community framework for Corporate Traveller. This is a rare opportunity to create a new capability from the ground up, shaping how our brand engages audiences, builds communities, and drives social performance across multiple regions. Reporting to the SVP of Digital Growth & Performance, you'll work closely with regional brand teams worldwide to create consistent standards, governance, measurement, and ways of working, while preserving local ownership and market relevance.
If you're excited by building, influencing, and creating scalable impact on a global stage, this role offers the chance to leave a lasting mark on a growing international brand.
What You’ll Do
- Define and implement a global social and community framework that delivers consistency in strategy, standards, tooling, governance, and measurement across regions.
- Partner with regional brand teams to co-develop social strategies and execution plans that reflect local market needs while aligning with global standards.
- Identify and recommend the optimal resourcing, production, and operating model to accelerate social media as a performance channel.
- Collaborate with paid media teams to ensure consistent messaging and alignment across organic and paid social activity.
- Develop and own community management frameworks, engagement standards, response protocols, and escalation processes for regional implementation.
- Design and drive a social advocacy strategy, including employee advocacy frameworks and adoption across local teams.
- Partner with brand marketing and creative teams to define future-state content strategy, production processes, and channel ownership.
- Evaluate and evolve the Social Content Producer role as part of the broader operating model design.
- Lead a global audit of existing regional social activity to identify opportunities, duplication, gaps, and areas for improvement.
- Design and propose the future team structure, operating model, and framework required to support long-term growth.
- Secure stakeholder endorsement for resource, budget, agency, and capability requirements to support implementation.
- Lead the rollout and adoption of social and community standards across global markets.
- Establish performance measurement frameworks covering engagement, community growth, advocacy reach, share of voice, and business impact.
- Partner with MarTech and attribution teams to integrate social performance metrics into broader business reporting and measurement models.
- Build strong relationships with senior stakeholders across regional brand, marketing, digital, growth, and reporting teams.
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
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What we’re looking for
- 6-8+ years' experience in social media and community strategy with progression from execution to strategic ownership.
- Experience designing or standardising social and community frameworks across multiple regions, markets, or brands.
- Proven experience in community management strategy and social advocacy programme design.
- Experience with platforms such as Oktopost or equivalent social advocacy tools.
- Experience partnering with brand, content, creative, and marketing teams to establish governance and ways of working.
- Strong content production leadership experience, including briefing, prioritisation, channel strategy, and content planning.
- Experience leading, mentoring, or developing team members within growing functions.
- Demonstrated success working across global stakeholders, regions, and time zones.
- Strong stakeholder management and influencing skills.
- Commercially minded with experience reporting performance outcomes to senior leaders.
- Bachelor's degree in Marketing, Communications, Digital Marketing, or a related discipline.
- Relevant social media, community management, or platform certifications are advantageous.
- Ability to travel as required.
What you'll enjoy
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- Exclusive Travel Discounts: As part of Flight Centre Travel Group, you gain access to exclusive industry rates and discounts through our in-house travel team.
- Career Development: With Flight Centre Travel Group’s global presence, spanning 30+ brands in over 20 countries, you’ll have clear career pathways and the resources you need to achieve your professional goals, including training and support.
- Vibrant Culture & Social Perks: Experience our fun, industry-renowned culture with exciting social events such as monthly awards nights, global conferences, end-of-financial-year balls, and more.
- Active Hour: Prioritise your well-being with an hour dedicated each week to focus on your fitness or personal wellness.
- Comprehensive Health Cash Plan: Get reimbursed for a variety of medical services, including dental, optical, and chiropractic care, with our bronze-level health cash plan.
- Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
- Financial Wellbeing Support: Access expert financial services, including mortgage advice, regulated financial guidance, and money coaching to help you manage your finances.
- And Much More: Enjoy a range of additional benefits, including company-matched charitable donations, an excellent pension scheme, share options, an electric vehicle scheme, and a variety of salary sacrifice benefits.
Our number one philosophy is Our people. Flight Centre Travel Group's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which reflects the diversity of our society.
We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at RecruitmentUK@flightcentre.co.uk.
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