Operations Lead - Social Media (Remote in Portugal)

About The 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 –  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