Operations Lead -

**Job Title**:  Operations Lead -  **Location**:  Remote based in Portugal   **Terms**:      Permanent Contract / Full-Time 40h weekly  **Schedule**: Monday to Friday, 8h rotation shifts (9am to 17:30 and 15:30 to 12pm). Occasional weekends may be included  **Role Overview:**  The Operations Lead – Social Media & Marketing is responsible for leading the delivery, performance, and strategic direction of Social Media operations while ensuring alignment with broader marketing and business objectives.  **Key Responsibilities:**  **Operational Leadership & Delivery:**  * Own end-to-end delivery of Social Media operations and ensure KPIs and SLAs are met.  * Act as the key point of contact for clients and stakeholders.  * Manage day-to-day operations, resourcing, and workload planning.  * Oversee escalation management and resolution.  * Identify and manage risk – including brand risk management  **Social Media Management & Analytics:**  * Monitor responses to comments, messages and mentions to foster community engagement and enhance member experience  * Ensure all responses are on brand and in line with company values and goals  * Manage social media crises and support with de-escalations.  * Manage social media tools and platforms used for scheduling, listening and analytics  * Stay up to date with social media trends, algorithm changes and best practices  * Develop and implement social media strategies aligned with business goals  * Analyze current marketing efforts to pinpoint weaknesses and make improvements  * Implementation of operational efficiencies and deployment of industry best practices to improve client outcomes and service effectiveness.  **Team Leadership & Development:**  * Lead and develop a team of Social Care Team Managers and Social Care Representatives  * Conduct performance reviews and ongoing coaching  * Foster a culture of collaboration and continuous improvement **Client & Stakeholder Management:**  * Build strong client relationships and act as a trusted advisor.  * Produce regular business reviews (weekly, monthly, and quarterly review) with insights and recommendations.    * Deliver presentations and performance updates.  * Ensure client satisfaction and alignment.  * Proactively identifying opportunities for service enhancement  * Translating client objectives into operational actions   To thrive in this role, you should possess the following qualifications and attributes: * 5+ years in operations or social media leadership roles.  * Experience managing teams in BPO or social media environments  * Familiar with Social media tools (e.g., Sprinklr, Nectar, Hootsuite) and Analytics platforms  * Understanding of social media KPIs; Assist with tracking and interpreting metrics to enhance user engagement, suggest content optimization  * Competent in providing high-level support to both team members and customers     * Can demonstrate high levels of initiative with the ability to plan and prioritise tasks    * You are proven to be organised, methodical and rigorous.       * Have a growth mindset and are a proactive, self-motivated individual     * Have remote working experience and capabilities.    * English Proficiency & Comprehension (spoken and written) * Fully Remote work from home role based in Portugal  * A competitive salary * €20 Monthly Internet Allowance  * €10.46 Meal Allowance per working day  * Equipment provided * Home office allowance  * Online Gym and Wellbeing Studio * The opportunity for professional growth * Fun company events and team outings * Autonomy and Responsibility