Head of Social Community (Global)

Accountabilities: Define and maintain a consistent, engaging brand voice across social media replies, direct messages, online discussions, and community interactions. Build and grow online communities from the ground up, identifying the most relevant platforms and spaces where guests, travelers, and homeowners connect. Develop strategies to establish the brand in existing communities, including platforms such as Reddit and Facebook Groups, while respecting each community’s culture and guidelines. Lead social listening across relevant channels, monitoring brand conversations, identifying emerging themes, and sharing actionable insights with marketing, operations, and revenue teams. Manage public complaints, sensitive interactions, viral discussions, and other high-visibility situations with speed, empathy, and sound judgment. Establish engagement and escalation playbooks to ensure customer concerns are addressed effectively and consistently. Strengthen online reputation by encouraging guest reviews, increasing review volume, and turning positive customer experiences into advocacy. Identify and test new approaches to increase community participation and engagement, using the available budget to experiment and scale successful initiatives. Create and maintain community guidelines, tone-of-voice standards, response templates, moderation processes, escalation procedures, and performance reporting. Track community growth and engagement metrics, evaluate performance, and communicate the business impact of community initiatives. Use AI-powered tools to support content drafting, conversation categorization, monitoring, and high-volume engagement workflows. Establish practical coverage processes that account for customer conversations and engagement beyond standard weekday working hours. Requirements: At least 3 years of experience in social media or community management for a consumer-focused brand, ideally in travel, hospitality, or real estate. Demonstrated experience building an online community from scratch and sustaining its growth, particularly on platforms such as Reddit or Facebook Groups. Strong understanding of different online community cultures, moderation practices, and platform-specific engagement strategies. Hands-on experience with social listening tools and the ability to turn online conversations into clear reports and actionable business recommendations. Proven ability to manage public complaints, customer escalations, and sensitive brand interactions with empathy, professionalism, and sound judgment. Experience improving customer review volume or ratings, with an understanding of effective review-generation strategies and timing. Excellent writing skills, with a warm, engaging, and adaptable communication style that can shift naturally between brand messaging and personal interactions. Strong analytical skills and comfort interpreting engagement data, preparing performance reports, and explaining trends and results. Practical experience using AI tools to support drafting, sorting, monitoring, and triaging conversations at scale. Ability to work independently, take ownership of a new function, and establish strategies and processes without an existing team or agency. Excellent, near-native written and spoken English. Availability to work US business hours, aligned with Pacific, Central, or Eastern time zones, and flexibility to establish community coverage that accommodates weekend activity. Experience managing ambassador or user-generated content programs, running Reddit or Facebook Group advertising, or using Canva and CapCut would be an advantage. This is a community engagement and relationship-building role, not primarily a content-posting or scheduling position. It requires active participation in online conversations rather than a focus solely on events or ambassador programs. Benefits: Fully remote position, open to candidates based outside the United States. Generous paid time off, including local public holidays. Dedicated tools and experimentation budget from day one. Performance incentive bonus for the right candidate, tied to the impact and results of the function. Learning stipend to support professional development. Opportunity to select the listening and community management tools used by the function. Autonomy to build a new global community function and shape its strategy, processes, and standards. Direct reporting line to the VP of Growth.