Social Media & Community Lead (Remote)

About HytechHytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.ResponsibilitiesOwn the company’s global social media ecosystem, including official social channels, communities, and user engagement, transforming Social Media from a content distribution channel into a strategic platform for brand building, customer engagement, product education, and reputation management.Develop and execute differentiated social media strategies across key platforms, including Facebook, Instagram, X, TikTok, YouTube, and LinkedIn, tailored to platform dynamics and audience behaviors.Own the day-to-day operations of global social channels, including content calendars, publishing cadence, content formats, and channel performance, ensuring consistent and high-quality execution across markets.Establish and manage social engagement and escalation frameworks covering comments, DMs, user feedback, community issues, customer complaints, and potential reputation risks.Manage global and regional communities across platforms such as Telegram, WhatsApp, and Discord, driving meaningful engagement and strengthening relationships with users and communities.Partner closely with Customer Service, Product, Compliance, and regional teams to ensure timely resolution of user issues and establish an effective feedback loop between social channels and internal teams.Establish social media governance and account management frameworks, covering account ownership, access and permissions, security, naming conventions, account creation, and deactivation.Lead and manage Channel Managers, Community Managers, and local Social Media teams, ensuring clear ownership, effective collaboration, and consistent operational standards across markets.Develop and deliver Voice of Customer (VoC) and community insights, translating social conversations and user feedback into actionable recommendations for brand, product, and customer experience strategies.Requirements6–9 years of experience in Social Media, Community Management, Digital Content, or a related field.3+ years of hands-on experience managing official brand social media channels, preferably for a global or international brand.Proven experience managing social media operations across multiple markets within a major region, with a strong understanding of local market and audience differences.Hands-on experience in social engagement, comment and DM management, Social Care, customer complaints, and crisis escalation.Strong ability to differentiate and manage content engagement, customer service issues, and reputation risks, with sound judgment on escalation and response.Experience in global content localization, multi-market social operations, and regional account governance.Strong content creation and production capabilities, with the ability to adapt content for different platforms and audiences.Excellent English communication and copywriting skills, with the ability to work effectively with global and regional stakeholders.