Social Media & Community Manager

Are you a social media expert with a passion for creating brilliant, culturally relevant content and delivering campaigns that get people talking?

We’re looking for an experienced Social & Community Manager to play a key role in how Nationwide shows up across social media, bringing together community management, creative excellence, social listening and reactive brand engagement.

Alongside planned campaigns, you'll help shape how Nationwide shows up day to day. You'll lead a team of eight Social & Community Management Assistants, identifying emerging conversations, cultural moments and opportunities for the brand to engage in a meaningful and relevant way, while applying sound judgement to balance customer needs and reputation considerations.

This is a hands-on role for someone who knows what great social media looks like and can bring it to life. You'll help raise the creative bar, deliver standout content and identify new ways for Nationwide to become part of the conversations that matter most to our audiences.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon, London, Bournemouth or Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. You will also be required to be on call for 1 weekend in every 4. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

You'll lead and support a team of eight Social & Community Management Assistants, helping them deliver exceptional customer interactions and proactive brand engagement across Nationwide's social channels. You'll champion creative excellence in social media, ensuring content is distinctive, engaging, social-first and designed around how audiences interact with each platform.

Working closely with creative teams, agencies and partners, you'll help develop strong social-first ideas and translate wider campaigns and brand stories into compelling social content. You'll bring a strong creative point of view to briefs and concepts, constructively challenging work to make it more relevant, distinctive and effective.

A key part of the role will be identifying opportunities to increase engagement and visibility through planned campaigns, reactive content, community engagement and culturally relevant moments. You'll lead Nationwide's proactive community engagement strategy, identifying conversations beyond our own channels where the brand can contribute credibly and creatively.

You'll provide guidance and sound judgement on complex customer, brand and reputational situations, ensuring community management activity consistently meets a high standard. Using social listening, platform trends, audience behaviours and performance insights, you'll identify opportunities to enhance future campaigns, content and community activity.

You'll build strong day-to-day relationships with agency partners, ensuring briefs are clear, delivery is effective and creative quality remains high. Balancing planned activity with the fast-moving nature of social media, you'll confidently adapt to changing conversations, trends and emerging opportunities.

You'll also help create an environment where strong ideas are encouraged, creative ambition thrives and learnings are continually applied to improve the effectiveness and impact of our work.

About you

For this role, we are looking for the following skills and qualities:

• At least five years experience working in social media, with demonstrated experience across content, campaigns and community management
• People management experience is essential
• A strong creative eye and clear understanding of what makes brilliant, social-first content.
• Experience taking social campaigns from brief and creative development through to delivery and optimisation
• Experience working with creative and media agencies, with the confidence to give clear, constructive feedback and challenge work where needed
• Strong editorial judgement, particularly when balancing creative opportunity with customer, brand and reputational considerations
• Experience using social listening and performance insight to inform content and campaign decisions
• A natural curiosity about culture, entertainment and online conversation, with an instinct for the moments a brand can credibly join and when not to engage
• Excellent written communication skills, with the ability to adapt tone across campaigns, customer interactions and conversational content
• Experience with Sprinklr or a similar social media management and listening platform

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Alex Cochrane, and the main recruitment contact is Sameena Rehman.

Please note that should you be successful in securing this role, the job title on our internal systems will be Marketing & Corporate Affairs Manager.

Interviews for this position are expected to take place from 11th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process.

Please let us know about any annual leave you have planned during the interview timeframe.