Social Community Lead

We are looking for Social Community Lead who will build and lead the Social Media and Social Care team to shape the way we communicate with our customers on social media platform.

This role will lead a team of social media staff, which consist of both in-house and outsource advisors. The Social Community Lead will steer our social media marketing to drive business results while also ensuring that customers receive a friendly, direct and consistently high quality service/ message helping to resolve various enquiries, close any service or operation enquiries and get it right the first time.

  • Reporting to the Head of Marketing, the role includes responsibility for managing the social media and social care team (in-house and outsource) providing ongoing and relevant responses via our social media platforms
  • Steer our social media marketing initiatives, from platform engagement strategy, content and calendar planning, through execution to drive business needs and earn customer preference for Mox
  • Develop initiatives to grow our social community, stimulate client advocacy, and also build sustainable relationships with our network of influencers
  • Set the strategy for the development of appropriate messaging in response to comments/enquiries made across our owned social media platform
  • Be responsible for the end to end customer response processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints, across our owned social media platform
  • Working closely with Contact Center, Marketing, Product and Delivery teams to understand latest development with the Bank
  • Applying best practise, develop continuous improvement plans and make recommendations based upon further understanding of customer insight
  • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements
  • Deliver cost efficiencies and increased in Customer Satisfaction Scores
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Your should apply if:

  • You have experience building and managing social care teams
  • You love to communicate with customers
  • You are determined to win back customers and control the narratives to ensure positive sentiment is achieved
  • You are happy to get hands on and ensuring stuff goes out on time
  • You are multi-skilled and able to prioritise our social platforms strategically
  • You are self-motivated and focussed on executing well
  • You are creative and full of life. You can even write copy that is precise, persuasive and beautifully reflects our Tone of Voice


  • At least 10+ years of experience in social media with a proven track record managing substantial social care operations and/or handling challenging consumer demands. Ideally with experience in fast-paced B2C digital/tech environments
  • Deep insight into how the Hong Kong consumers will share their comments/enquiries via social media platform
  • You are the go-to person to understand how our customers and prospects are saying about the Bank
  • Strong cross-functional communicator and collaborator, with excellent stakeholder management and negotiation skills
  • Flexibility, the ability to meet deadlines, and changing direction when needed
  • Marketing KPIs and performance measurement are second nature, you are able to take strategic decisions based on data insights