About Hytech
Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.
With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.
Responsibilities
- Own the company's global social media ecosystem, including official social channels, communities, and user engagement, transforming Social Media from a content distribution channel into a strategic platform for brand building, customer engagement, product education, and reputation management.
- Develop and execute differentiated social media strategies across key platforms, including Facebook, Instagram, X, TikTok, YouTube, and LinkedIn, tailored to platform dynamics and audience behaviors.
- Own the day-to-day operations of global social channels, including content calendars, publishing cadence, content formats, and channel performance, ensuring consistent and high-quality execution across markets.
- Establish and manage social engagement and escalation frameworks covering comments, DMs, user feedback, community issues, customer complaints, and potential reputation risks.
- Manage global and regional communities across platforms such as Telegram, WhatsApp, and Discord, driving meaningful engagement and strengthening relationships with users and communities.
- Partner closely with Customer Service, Product, Compliance, and regional teams to ensure timely resolution of user issues and establish an effective feedback loop between social channels and internal teams.
- Establish social media governance and account management frameworks, covering account ownership, access and permissions, security, naming conventions, account creation, and deactivation.
- Lead and manage Channel Managers, Community Managers, and local Social Media teams, ensuring clear ownership, effective collaboration, and consistent operational standards across markets.
- Develop and deliver Voice of Customer (VoC) and community insights, translating social conversations and user feedback into actionable recommendations for brand, product, and customer experience strategies.
Requirements
- 6–9 years of experience in Social Media, Community Management, Digital Content, or a related field.
- 3+ years of hands-on experience managing official brand social media channels, preferably for a global or international brand.
- Proven experience managing social media operations across multiple markets within a major region, with a strong understanding of local market and audience differences.
- Hands-on experience in social engagement, comment and DM management, Social Care, customer complaints, and crisis escalation.
- Strong ability to differentiate and manage content engagement, customer service issues, and reputation risks, with sound judgment on escalation and response.
- Experience in global content localization, multi-market social operations, and regional account governance.
- Strong content creation and production capabilities, with the ability to adapt content for different platforms and audiences.
- Excellent English communication and copywriting skills, with the ability to work effectively with global and regional stakeholders.
