Global Social Media Key Account Manager

About us

At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.

About the role

As our Key Account Manager – Social Media, you’ll steer our outsourced social media response operations across global markets, languages, and channels. You’ll be the bridge between Dyson and our social media agency partners, ensuring every public engagement reflects our tone of voice and brand standards—delivering a consistent, authentic Dyson presence on every platform.

You’ll set and oversee clear KPIs, drive agency performance, and lead the way on consolidating partners to only the best. You’ll keep our operations agile and ahead of the curve, adapting to trends and shaping how we engage with owners in the fast-changing world of social.

Working closely with Customer Service, Marketing, Legal, and your own dedicated Social Media Delivery Managers, you’ll foster innovation, accountability, and a customer-first mindset across all touchpoints.

Key responsibilities include:

Vendor Management & Performance Oversight

• Own and manage relationships with social media response agencies worldwide.
• Set and enforce KPIs, SLAs, and quality benchmarks for social engagement.
• Lead regular performance reviews and drive continuous improvement.
• Oversee the RFP process, consolidating to the strongest agency partners who deliver consistent, high-quality results.

Operational Excellence

• Ensure smooth, coordinated response operations across all markets, languages, and platforms.
• Align tone, escalation, and brand voice in collaboration with key internal teams.
• Monitor and report on global metrics, uncovering actionable trends and opportunities.

Team Leadership

• Manage and develop two Social Media Delivery Managers.
• Build a culture defined by accountability, innovation, and putting the customer first.

Strategic Input

• Help shape our global social media strategy.
• Stay sharp on emerging trends and new technologies to keep Dyson’s engagement at the forefront.

About you

• You’ve managed global vendor relationships, ideally within social media or customer service environments.
• You get social media—platforms, community management, and customer engagement.
• You’re experienced in running RFPs, negotiating contracts, and making sure partners deliver consistent results.
• You communicate with clarity, manage stakeholders at every level, and use analytics to drive decisions.

Reward

At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.

Working policy

At Dyson, our vibrant campus culture is built on in-person collaboration, creativity, and shared learning. Working side by side not only fuels our innovation but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment, we do not offer a regular hybrid working arrangement.

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.