Senior Manager – Social Media Customer Support & Community Experience Leadership for Direct‑to‑Consumer Brands

About arenaflex and the Role

arenaflex is a global leader in entertainment, technology, and direct‑to‑consumer (DTC) experiences. Our portfolio spans streaming services, interactive media, and a vibrant ecosystem of fan communities that shape the way millions of viewers discover, engage with, and enjoy content every day. As we continue to expand our digital footprint, we are looking for a visionary leader to own and evolve the social media customer support function that sits at the heart of the viewer journey.

The Senior Manager, Social Media Customer Support will architect an integrated strategy, drive tactical execution across multiple social platforms, and champion an exceptional experience for both customers and internal teams. This role reports to the Viewer Experience (VX) leadership group and serves as the primary escalation point for all social support operations, collaborating closely with cross‑functional partners, third‑party vendors, and senior executives.

Key Responsibilities

• Strategic Vision & Roadmap: Design, develop, and operationalize a multi‑year social support strategy that aligns with arenaflex’s DTC objectives, setting clear metrics, scalable processes, and ambitious team goals across all brand verticals.
• Team Leadership & Development: Lead a high‑performing team of managers and individual contributors, fostering a culture of continuous learning, empowerment, and accountability. Mentor emerging leaders and champion professional growth.
• Operational Excellence: Identify gaps in current social support paradigms, implement process improvements, and drive efficiencies that enhance the viewer experience while reducing response times and escalation rates.
• Cross‑Functional Collaboration: Partner with senior leaders in Product, Marketing, Engineering, Legal, and Public Relations to ensure alignment on messaging, tone, and voice for global social channels.
• Go‑to‑Market & Launch Support: Coordinate social media support for new product launches, feature rollouts, and major campaigns, ensuring seamless integration with broader marketing and communications plans.
• Incident Management: Serve as the point of contact for high‑impact incidents, delivering executive briefings, guiding real‑time social response, and coordinating with PR and Legal to protect brand reputation.
• Analytics & Reporting: Build robust reporting frameworks, track key performance indicators (KPIs), and translate data insights into actionable recommendations for continuous improvement.
• Vendor & Platform Management: Oversee relationships with social media management platforms and third‑party service providers, ensuring optimal tool utilization and cost‑effectiveness.

Essential Qualifications

• Bachelor’s degree (or equivalent professional experience) in Business, Communications, Marketing, or a related field.
• Minimum 5+ years of experience in social media management, online community moderation, or digital customer support, with a proven record of driving measurable business outcomes.
• At least 2+ years of experience leading teams, preferably managing managers, and demonstrating the ability to develop talent and foster high‑performing cultures.
• Hands‑on expertise with leading social media management platforms such as Salesforce Service Cloud, Sprout Social, Hootsuite, Sprinklr, or comparable tools.
• Deep familiarity with major social channels (Twitter, Facebook, Instagram, TikTok, and emerging platforms) and the nuances of each community.
• Demonstrated ability to design and launch innovative online social programs that improve customer satisfaction, brand loyalty, and operational efficiency.
• Strong analytical mindset with experience selecting and interpreting metrics that directly impact the consumer experience.
• Exceptional ability to thrive in fast‑paced environments, manage multiple priorities, and maintain productivity amid frequent context switches.

Preferred Qualifications

• Outstanding written and verbal communication skills, with the ability to craft clear, brand‑aligned messaging for diverse audiences.
• Experience within the technology or entertainment sectors, particularly with DTC streaming services and audience segmentation.
• Proven track record of successful cross‑functional collaboration, influencing stakeholders across product, engineering, legal, and marketing.
• Demonstrated ownership mindset—taking projects from concept through execution and post‑launch analysis.
• Positive, solution‑focused attitude when confronting complex challenges, coupled with a passion for community building.

Core Skills & Competencies

• Leadership & People Management: Coaching, performance management, and talent development.
• Strategic Thinking: Ability to translate high‑level business goals into actionable social support initiatives.
• Customer‑Centric Mindset: Deep empathy for the viewer journey and a relentless focus on delivering delight.
• Data‑Driven Decision Making: Proficiency in analytics tools, KPI dashboards, and reporting mechanisms.
• Technical Acumen: Comfort with CRM, ticketing systems, and social listening platforms.
• Communication & Influence: Clear articulation of strategy to executives, partners, and frontline teams.
• Adaptability: Flexibility to pivot quickly in response to emerging trends, crises, or product changes.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Executive mentorship programs that connect you with senior leaders shaping the future of entertainment.
• Cross‑departmental rotation opportunities, allowing you to deepen expertise in product, marketing, and technology.
• Industry conferences, workshops, and certifications focused on social media strategy, customer experience, and digital transformation.
• Leadership training curricula designed to accelerate your path to senior director or VP‑level responsibilities.

Work Environment & Culture at arenaflex

Our culture is built on creativity, inclusion, and a shared passion for storytelling. At arenaflex you will find:

• A collaborative, globally distributed team that values diverse perspectives and encourages open dialogue.
• Flexible work arrangements, including hybrid and remote options, to support work‑life integration.
• Employee resource groups (ERGs) that celebrate cultural, gender, and neuro‑diversity, fostering a sense of belonging.
• Innovation labs and hackathons where you can experiment with emerging technologies and new social engagement models.
• Recognition programs that celebrate both individual achievements and team milestones.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package that reflects the importance of this leadership role. While exact figures may vary based on location, experience, and market factors, candidates can expect:

• A base salary range that aligns with senior‑level market benchmarks for the region.
• Performance‑based annual bonuses and long‑term incentive opportunities tied to company and individual success.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plans with generous employer matching contributions.
• Paid parental leave, generous vacation accrual, and flexible holidays.
• Wellness programs, including mental‑health resources, fitness stipends, and virtual wellness classes.
• Employee discounts on arenaflex streaming services, merchandise, and partner brands.
• Professional development budgets for courses, certifications, and conferences.

How to Apply

If you are ready to lead a dynamic social support organization, shape the future of viewer experiences, and make a meaningful impact at a world‑class entertainment company, we want to hear from you. Submit your application through the link below and include a resume and a cover letter that highlights your relevant experience and vision for social media customer support.

Apply Job!

Join arenaflex – Make Every Viewer Experience Extraordinary

At arenaflex, your work will touch millions of fans worldwide, turning everyday interactions into memorable moments. Bring your leadership, strategic insight, and passion for community to a role where you can truly shape the future of social media support. Apply today and become a catalyst for delight, innovation, and lasting connection.