Operations Lead - Social Media & Marketing (Remote in Portugal)

About The Role Job Title : Operations Lead - Social Media & Marketing 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 Your profile 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) Why us? 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 About us Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus. Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them. Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia. We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences. At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.