Head of Social Media

About the Role

Qantas is seeking a permanent Head of Social Media to join its Mascot Campus team. This leadership role is responsible for shaping and running the group’s organic social presence across brand, customer care, and reputation channels.

The position sits at the intersection of Corporate Affairs, Marketing, Customer, and Operations, with a mandate to keep the Qantas Group’s social content aligned, consistent, and effective across owned and earned channels. The role also involves guiding a consolidated team of social specialists spanning content creation and social care.

As a senior leader, you will help strengthen trust and advocacy for the brand by overseeing both brand-led social marketing and customer-facing community management. You will work closely with executive stakeholders to turn group communication goals into strong social outcomes and to manage opportunities and risks in a fast-moving public environment.

What You Will Do

• Shape and deliver the organic social media strategy across the Qantas Group.
• Maintain a consistent brand tone and ensure social activity is aligned with Corporate Affairs, Marketing, and Customer priorities.
• Lead social media as a key channel for reputation building, customer advocacy, and audience engagement.
• Manage a cross-functional group of social experts and set standards for quality, performance, and engagement.
• Oversee both brand content and social care to improve trust, sentiment, and customer experience.
• Provide strategic counsel on social opportunities, risks, executive positioning, crisis response, and broader reputation issues.
• Guide the shift of social care into a stronger advocacy and reputation management function, with clear service levels for response time, quality, and sentiment.
• Support business units with specialist advice on campaigns, emerging platforms, global trends, and social media best practice.
• Help drive organisational change, including better use of LinkedIn and other social channels at an executive level.
• Use data, listening tools, and performance reporting to refine strategy and improve outcomes continuously.

What We’re Looking For

• Extensive background in social media, digital marketing, and communications, including at least 12 to 15 years overall experience.
• Minimum 5 years in senior leadership roles overseeing both brand-led content and customer care or community management.
• Experience building and implementing enterprise-level social media strategies in large, complex organisations.
• Strong understanding of audience growth, media strategy, platform behaviour, and multi-channel content planning.
• Proven success managing brand reputation recovery, ideally for large publicly listed organisations under scrutiny.
• Ability to turn negative sentiment into stronger advocacy through structured social interventions.
• Experience in aviation, travel, or service industries, ideally in environments with large workforces and complex stakeholder or union relationships.
• Excellent executive presence, presentation ability, and communication skills with strong influence across senior leadership.
• Outstanding writing skills with the ability to create engaging, clear, and empathetic messaging.
• Capability to communicate effectively with customers, employees, media, shareholders, and regulators.
• Strong team leadership skills and experience building high-performing teams.
• Comfort working with multiple platforms, including emerging channels, and creating playbooks and channel strategies.
• Experience with social listening, community management tools, and analytics platforms.
• Resilience, agility, and strong problem-solving ability in ambiguous and fast-changing situations.
• A collaborative, innovative mindset with experience introducing new tools, technologies, and ways of working.

Qualifications

A tertiary qualification in Marketing, Communications, Public Relations, Journalism, or a closely related field is expected.

Why Join Qantas

Qantas promotes creativity, growth, and professional development. The organisation offers structured training, coaching, and opportunities to build a long-term career across multiple parts of the business.

Employee Benefits

• Heavily discounted air travel within Australia and internationally for you, your family, and friends, plus access to accommodation and holiday offers.
• Flexible leave options, including 18 weeks of paid parental leave, superannuation on paid and unpaid parental leave until the child turns 1, and eligible purchased leave.
• Access to a wide range of rewards and discounts covering shopping, food and wine, insurance, health and wellbeing, leisure, and entertainment.
• Salary packaging options, including motor vehicles, eligible portable electronic devices, and professional memberships.
• Wellbeing support such as mental health resources, a wellbeing app, and tailored nutrition planning.

Equal Opportunity and Eligibility

Qantas is committed to equal opportunity, diversity, and inclusion. Aboriginal and Torres Strait Islander peoples, along with candidates from all backgrounds, are encouraged to apply. Applicants who need support or access adjustments are encouraged to share those needs during the application process. Personal information will be handled confidentially in line with privacy laws.

Only candidates with unrestricted work rights in Australia or New Zealand, without the need for sponsorship, will be considered.

Application Closing Date

Applications close on 13 July 2026.