Description At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members. Your New Role Reporting to the Manager Social Media, the Social and Community Lead is a key member of the Social Media Team, Member Resolutions, which is responsible for leading the Fund’s social media community management and moderation. The Social Media Team predominately exist to be the centre of excellence for community management within the Fund. Providing best-in-class member engagement and moderation on social channels that builds trust, facilitates connection with service channels that can resolve issues where needed and that aligns with the Fund’s brand. Key duties include but are not limited to: Contribute to the team becoming the centre of excellence for community management within the Fund by delivering best in class community management and moderation standards. Ensure social channel interactions are timely, accurate, reflect the Fund’s approved position, and are in line with regulatory obligations. Work with the broader Member Resolutions Team and other teams across the Fund inclusive of customer service to ensure timely management of member queries. Develop and contribute key themes and insights into Member Resolutions reporting, enhanced complaint reporting, and other as required. Oversee and manage the social content publishing calendar, ensuring platform‑appropriate execution across channels and maintaining consistent brand, moderation and regulatory standards. Analyse and report on content performance, using insight‑led reporting to inform content ideation, optimisation and continuous improvement of channel effectiveness. Analyse and report on member engagement via social channels and develop insights to inform uplift in member experience and service standards. Informed by member feedback, identify and share opportunities to enhance member services and experience. Motivate and inspire the team and suppliers by demonstrating commitment to the Fund’s values, decision pillars and leadership principles. Ensure our Members First culture is consistently and firmly embedded across the team. What You’ll Need Extensive experience within social media community management and social content experience. Demonstrated experience with enterprise-level social media management tools such as Sprinklr. Ability to create, interpret and provide insights on social media reports. Excellent attention to detail and writing ability to compose high-quality, on-brand responses for every interaction. Knowledge of online marketing and good understanding of major marketing channels. Life at AustralianSuper AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you. We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know. What’s Next Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results. AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy. https://www.australiansuper.com/careers/candidate-privacy-notice
