Head of Social Media Qantas Group

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Qantas is seeking a Head of Social Media for the Group, a permanent full-time on-site role at the Mascot Campus in Sydney. You will lead the organic social strategy across Corporate Affairs, Marketing and Customer teams, turning social into a core reputation and customer advocacy channel while managing a consolidated content and care team. The ideal candidate has 12 to 15 years in social media and digital communications, with at least five in senior leadership, enterprise-scale experience, and a proven track record in reputational rebuild for complex brands, ideally in travel or aviation. Apply with clear cross-functional impact, concrete sentiment improvements, and evidence of executive influence; include SLAs, analytics and change management experience, confirm AU/NZ work rights, and note closing date 13 July 2026.

Company Description

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

Job Description

• Lead organic social strategy and execution, ensuring consistent brand voice and alignment across Corporate Affairs, Marketing, and Customer teams.
• Drive social media as a core reputation and customer advocacy channel, leading cross-functional teams and setting best-practice standards for engagement and performance.
• Permanent position based at our Mascot Campus

The Head of Social is responsible for operationalising and executing the organic social media strategy across the Qantas Group, working with Corporate Affairs, Marketing, and Customer functions to deliver social uplift and best practice outcomes. This role will lead a consolidated team of social media experts from across content creation in marketing and social care, ensuring consistent brand voice, strategic alignment, and operational excellence across all owned and earned social channels. 
 
The Head of Social oversees both organic brand-led social marketing content and customer-facing social care, working to renew trust and pride in Qantas. The role reports into the Executive Manager of Corporate Affairs and Internal Communications and the Executive Manager Group Brand and Marketing, collaborating closely to translate group communications objectives into impactful social outcomes. Every social interaction represents an opportunity to build reputation among customers, employees, and the media. 

Working closely with senior stakeholders across Corporate Affairs, Marketing, Customer, and Operations, the Head of Social delivers strategic priorities and provides expert channel counsel on social media opportunities, risks, and reputation management. This position will lead the operational transition of social care into a customer advocacy and reputation management platform, embedding market-leading SLAs around response rates, quality, and sentiment. As a key leader, the Head of Social will provide specialist guidance on social media matters across business units, including campaign activations, crisis management, executive positioning and global trends.

You’ll have –

• 12-15 years’ experience in social media, digital marketing, and communications, with at least 5 years in senior leadership roles managing both brand content and customer care/community management functions.
• Tertiary qualifications in Marketing, Communications, Public Relations, Journalism, or
  equivalent.
• Significant experience developing and implementing social media strategies at
  enterprise level within large, complex organisations.
• Understanding of media and strategies for building audiences across platforms.
• Proven track record leading both brand-building social marketing and customer
  care/community management functions simultaneously.
• Demonstrated experience managing reputational rebuild efforts for major brands,
  preferably ASX-listed companies facing public scrutiny.
• Deep understanding of social media's role in reputation management and experience
  turning negative sentiment into positive advocacy through systematic, strategic
  intervention.
• Experience working within aviation, travel, or service sectors with exposure to
  largescale workforces, complex stakeholder management, and highly unionised
  environments. 
• Excellent presentation and communication skills with proven ability to influence C-suite
  executives and build credibility with senior leadership.
• Outstanding writer with ability to create compelling messages, establish consistent
  brand voice across diverse content types and lead with empathy. 
• Demonstrated ability to communicate effectively with diverse audiences including
  customers, employees, media, shareholders, and regulators.
• Proven leadership skills building and managing high-performing teams.
• Experience championing best practice social media to stakeholders with varying levels
  of digital literacy and driving organizational change including executive use of LinkedIn.
• Ability to identify and analyse business and audience needs to deliver messages via
  most appropriate channels and formats.
• Strong experience working across multiple social media platforms including emerging
  platforms with proven ability to develop channel strategies, playbooks, and integration
  into broader marketing and communications strategies.
• Innovative mindset with proven experience implementing new technologies, platforms,
  and processes while managing organizational change.
• Agility and resilience to drive change agenda and navigate ambiguous, rapidly evolving
  situations with strong problem solving skills. 
• Results-oriented with strong understanding of setting metrics, performance reporting,
  analysis techniques, and continuous improvement methodologies.
• Understanding of social listening tools, community management platforms, and
  analytics capabilities.

Why Qantas?  

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. 

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.  

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.  

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. 
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees. 
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. 
• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan. 

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation. 

Be a part of something special and play your part in the Qantas story – get in touch today. 

Applications close: 13th July 2026

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.