Social Media & Community Lead

About the role

We are seeking a Social Media & Community Lead to shape and scale global social media and community strategies across multiple regions, strengthening brand reputation and driving customer engagement. The role is based in Italy and will work closely with cross‑functional teams to turn community insights into actionable business recommendations.

Key responsibilities

• Lead a global social media and community centre of excellence, defining regional strategies, governance models and operational frameworks.
• Develop scalable playbooks, processes and best practices for consistent execution across markets.
• Collect, analyse and consolidate customer feedback, social listening data and sentiment insights to inform product, campaign and experience decisions.
• Drive community engagement initiatives and manage online reputation across key markets.
• Collaborate with Product, Marketing, PR, Customer Experience and regional teams to embed community insights into launches and communications.
• Coach regional teams through training, knowledge sharing and operational guidance.
• Define and monitor KPIs related to community health, engagement, sentiment and social media effectiveness.
• Identify opportunities to optimise tools, workflows and collaboration between global and regional teams.

Required profile

• Minimum 6 years of experience in social media, community management, digital marketing or brand strategy within a fast‑paced digital environment.
• Proven track record leading regional or global social media and community functions across multiple international markets.
• Strong stakeholder management skills with the ability to influence senior leaders and cross‑functional teams.
• Excellent analytical, communication and presentation abilities, capable of turning insights into strategic recommendations.

Required skills

• Deep knowledge of social listening, online community engagement, customer sentiment analysis and reputation management.
• Experience designing scalable governance models, operational frameworks, playbooks and best practices.