Social Media & Community Lead

Job description

About Us: Established in 2018, the employer is a leading global cryptocurrency exchange serving over 80 million users in more than 200 countries. It offers a seamless ecosystem covering trading, payments, wealth management, custody, institutional services, and Web3. Core values focus on listening, caring, and improving to put users first. Role: Lead the regional Social Media & Community Center of Excellence, defining strategy, governance, and operating framework for all channels. Build scalable frameworks, playbooks, and best practices for high‑quality initiatives. Collect, consolidate, and analyze community feedback, social listening, and customer sentiment to provide actionable recommendations. Strengthen brand trust through engagement strategies and reputation management. Partner with Product, Marketing, PR, Customer Experience, and Regional teams to embed community insights into launches, campaigns, and communications. Train and enable regional teams via coaching, knowledge sharing, toolkits, and campaign frameworks. Define performance metrics and reporting to measure community health, engagement, sentiment, and social media effectiveness. Continuously improve processes, tools, governance, and resource allocation between global and regional teams.

Requirements

• 6+ years of experience in social media, community management, digital marketing, or brand strategy
• proven experience leading regional or global social media and community functions across multiple markets
• strong understanding of social listening, community engagement, customer sentiment analysis, and online reputation management
• experience developing scalable frameworks, governance models, playbooks, and operational standards
• strong stakeholder management skills with ability to influence cross‑functional teams and senior leadership
• excellent analytical, communication, and presentation skills with ability to translate community insights into business recommendations
• strategic thinker who understands how social media and community drive brand, product, and business growth
• passionate about customer engagement and building trusted communities
• highly collaborative with ability to influence without direct authority across global and regional teams
• data‑driven, commercially minded, and comfortable making decisions based on customer insights and performance metrics
• thrives in fast‑paced, high‑growth environments and enjoys building scalable functions from the ground up.

Skills