Senior Manager, Social Advocacy

• Lead the transformation of Qantas Group’s social care function to improve customer resolution, brand advocacy, and reputation management across public digital channels.
• Collaborate with Customer Advocacy, Direct Servicing, Marketing and Corporate Communication teams to develop a brand-aligned response playbook, uplift social care capability, and drive positive sentiment through advocacy initiatives.
• 12-months Fixed Term Contract, based at our Mascot Campus

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.

We’re looking for a strategic Senior Manager, Social Advocacy to champion the Qantas Group’s brand reputation across social media service channels and public forums. In this newly created role, you’ll lead the transformation of our social care function—designing a best-in-class operating model, redesigning communication protocols, and implementing best-in-class tools to enable fast, empathetic customer resolution. Your goal: uplift social care to a proactive reputation management, with ambitious SLAs for speed, quality, and sentiment.

Reporting into the Head of Customer Recovery & Advocacy; and working closely with Marketing’s Social Media Manager to develop a unified brand response playbook aligned with our tone of voice and reputational rebuild. You'll also train and expand our social care team, embed advocacy initiatives, and drive continuous improvement. An assessment of the technology platforms to enable this function will be critical.  This is a unique opportunity to shape how Qantas listens, responds, and engages with customers in the moments that matter most.

You’ll have –

• 10+ years’ experience in social media, communications, and marketing roles
• Tertiary qualification in Marketing, Communications, or a related field
• Proven expertise in community management, content creation, and social media marketing
• Experience leading and executing customer engagement and social media strategies
• Strong skills in setting KPIs, performance tracking, and data-driven analysis
• Excellent communication and stakeholder engagement skills across all levels
• Demonstrated leadership of high-performing teams and cross-functional collaboration
• Experience managing reputation rebuilds and social strategy for major brands, including ASX-listed companies

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 20th August

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.