Ignite Community Management Coordinator - Broadbeach, QLD

Flight Centre Travel Group; Gold Coast City; On-site; AUD 60,000 - 80,000; Full time

Job summary

Ignite Community Management Coordinator will foster a vibrant online community across our social channels from a Broadbeach, QLD office. You’ll be the voice and ear of the Ignite brand, driving meaningful conversations and positive interactions.

You will monitor feedback, respond professionally, and track engagement metrics to guide strategy. This full-time role offers a beachfront Broadbeach office, opportunities for growth, and travel discounts through our rewards program.

Qualifications

• Strong written communication skills and empathy.
• Familiar with Facebook and Instagram.
• Experience with customer engagement tools preferred (Sprinklr/Hootsuite).

Responsibilities

• Monitor and respond to social media interactions across brand channels.
• Professionally manage inquiries, compliments, and complaints, with 24-hour response.
• Monitor reviews on Google, Trustpilot, and Product Review; flag risks to stakeholders.
• Provide feedback on sentiment and trends to the Content Lead.

Skills

Communication

Social media basics

Attention to detail

Customer engagement tools

Independent and collaborative

Tools

Sprinklr/Hootsuite

Job description

Ignite Community Management Coordinator - Broadbeach, QLD

Job no: 532881

Brand: Ignite

Work type: Full time

Location: Queensland

Categories: Marketing and Communication, Sales and Customer Service

We are seeking a dynamic and empathetic Ignite Community Management Coordinator to foster and maintain a vibrant online community across our social media platforms. You will be the voice and ear of our brand—actively engaging with followers, encouraging meaningful conversations, monitoring feedback, and ensuring a positive and inclusive environment. You’ll also track engagement metrics to guide community strategy and continuously improve user experience. If you're passionate about digital communication, have a knack for social interaction, and thrive in a fast-paced online space, we’d love to meet you.

A day in the life:

Monitor & Respond to Social Media Interactions

• Monitor and respond to social media interactions across all brand channels. Engage with the community through comments, direct messages, mentions, and public online reviews, ensuring all communication aligns with each brand’s tone of voice.
• Professionally manage enquiries, compliments, and complaints, delivering a consistent customer experience while escalating complex or sensitive matters to the appropriate internal teams when required.

Manage Online Reviews & Customer Feedback

• Monitor reviews on platforms like Google, Trustpilot, and Product Review Respond to customer feedback with professionalism and within a 24-hour timeframe, whilst identifying potential risks and flagging them to key stakeholders
• Empower and assist customers with a positive, solution-focused approach, taking ownership of customer communication and advocate for their needs

Enhance Engagement & Brand Presence

• Initiate and encourage meaningful conversations to build trust and loyalty, identify trends, FAQs, and engagement opportunities and provide feedback and insights to the Content Lead on sentiment and trends.

Who you are:

• Strong written communication skills – Responds professionally and empathetically to customer inquiries
• Basic understanding of social media platforms – Familiar with Facebook, Instagram.
• Attention to detail & problem-solving skills – Ability to assess customer sentiment and elevate issues appropriately
• Experience using customer engagement tools (preferred) – Experience with Sprinklr/Hootsuite or similar software/tools is a plus
• Independent and collaborative – Works well autonomously and as part of cross-functional teams (marketing, customer relations, social media)

What you’ll enjoy:

• Ongoing skills development
• Catapult your career across a network of brands and businesses in an evolving industry
• Say no to full price! Nab discounts on travel and more thanks to our sweet rewards program
• Access to industry leading health and well - being programs and financial advisors
• Set up shop in a swanky beachfront office in Broadbeach
• Enjoy social events to promote networking, celebration of wins, and sometimes just for fun!
• Take volunteer leave as part of giving back to the local community