Job Description

The Role

This is a pivotal role at the heart of our social department -- responsible for leading planning, scheduling and resourcing across a busy portfolio of retained and campaign-based accounts. You'll work closely with team leads in both locations to ensure talent is allocated effectively, timelines are realistic, and delivery is consistently smooth.

You'll need to be a natural organiser with a calm head, strong interpersonal skills, and a deep understanding of how social-first creative work comes together -- from reactive content and day-to-day editorial through to global campaign launches.

This is a senior operational role, sitting within the wider agency ops team and acting as the key link between social, creative, production, community management, and client service.

________________________________________

Key Responsibilities

Team Resourcing & Capacity Planning

Lead weekly and monthly resourcing across the social team, spanning two geographies

Maintain visibility of team bandwidth, flagging over/under-capacity and rebalancing where needed

Collaborate with department heads to forecast upcoming needs and secure the right talent (full-time and freelance)

Manage the freelance booking process -- from brief through to onboarding, PO and wrap-up

Community Management Resource Coordination

Oversee real-time visibility of Community Management (CM) resources:

o Who's on weekend or after-hours shifts

o Who's deployed at live events

o Who is facing high-volume spikes or support queues, and where resource juggling is required

Act as the go-to for CM scheduling decisions, responding dynamically to daily demands

Manage leave calendars for CM staff and approve/decline leave based on resource availability and campaign priorities

Traffic & Workflow Management

Own the traffic function for all social projects -- assigning tasks, managing timelines and ensuring delivery milestones are met

Monitor day-to-day workflow and prioritise incoming briefs based on urgency, scope and client need

Act as the central point of coordination between social strategy, creative, production, community management, and account management

Attend key meetings (status, stand-ups, WIPs) to maintain oversight and support proactive planning

Social Intelligence & Reporting Integration

Be the point of contact for client reporting needs:

o Receive briefs from client service and advise on feasibility and timelines for report delivery (both recurring and ad hoc)

Ensure the right CM and insights representatives are present during creative briefings to provide upfront audience feedback and community sentiment

Collaborate with the Insights team to ensure data-driven thinking is embedded early in the creative process

Process & Operational Development

Work with Heads of Department and Ops to implement scalable processes that support cross-location collaboration

Help evolve internal systems (briefing, approvals, documentation) to reduce friction and improve visibility

Contribute to department reviews and retros to identify opportunities for continuous improvement

Ensure platforms and tools are accurately maintained and embedded in daily use

________________________________________

What We're Looking For

3-5 years' experience in a traffic, resourcing or operations role within a creative or social agency

Proven ability to manage multiple workstreams across different markets or locations

Strong knowledge of social content production and community management operations, including live engagement, moderation and reactive workflows

Excellent communication and problem-solving skills -- collaborative, pragmatic, and great under pressure

High attention to detail, with an ability to spot bottlenecks and plan for what's coming next

Experience with project management and resourcing tools

A confident, approachable presence who can work with a range of senior stakeholders across disciplines



as per role