Head of Social Community

The Company is seeking a Head of Social Community to build and lead its online community function from the ground up. The role will define the brand’s voice across social channels, establish and grow communities, and monitor conversations to provide actionable insights to internal teams. Responsibilities include responding to public feedback and escalations, strengthening reputation and reviews, testing engagement strategies, and creating standards for moderation, escalation, and performance reporting. This is a hands-on community engagement role rather than a content-posting or scheduling position. Candidates should have at least three years of community or social media experience for a consumer brand, ideally in travel, hospitality, or real estate, and a track record of building and sustaining an online community. Required strengths include social listening, managing public complaints, improving review volume or ratings, adaptable writing, and interpreting engagement data. Applicants should be comfortable using AI tools for drafting, sorting, and triage, and have excellent written and spoken English. Experience with ambassador or user-generated content programs, community advertising, or basic visual editing is an advantage.