Operations Lead - (Remote in Portugal)

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 shouldpossess 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