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Viking · 23 hours ago

Senior Manager, Social Communities

LA Metro Area

Full-time

Onsite

Mid, Senior Level

$125K/yr - $140K/yr

7+ years exp

Viking is a company that provides destination-focused voyages on oceans, rivers, and lakes around the world. The Sr. Manager, Social Communities will lead the Social Communities team to protect and enhance Viking's brand reputation through strategic engagement and community management.

CommercialLeisureTravel

Responsibilities

Lead and advocate for the Communities team’s contributions, ensuring visibility across departments and clear communication with cross-functional partners and executive leaders about emerging and ongoing issues

Translate real-time guest feedback and sentiment into actionable insights for Customer Relations, Product, Guest Services, Marketing, and Executive teams

Coordinate with the Customer Service team to ensure consistent and accurate information across all channels

Partner with Public Relations and Corporate Communications during crises to craft response strategies and provide leadership with sentiment and engagement updates

Guide the team in identifying and escalating emerging issues, trends, and opportunities that impact brand reputation and guest satisfaction

Work closely with leadership and key stakeholders to align strategic goals and initiatives

Own the development and optimization of social media management tools (e.g., Khoros, Talkwalker), including onboarding, tagging, and categorization systems

Oversee inbound and outbound engagement across social platforms, ensuring timely, empathetic, and brand-aligned interactions

Deliver regular reporting that highlights community sentiment, engagement metrics, and strategic recommendations and/or actionable insights

Develop and implement process improvements to enhance community care, engagement, and operational efficiency in both in owned and partner-led channels

Manage and mentor Social Communities Leads and Specialists, fostering a culture of excellence, empathy, and continuous learning and ensuring the team delivers on objectives, priorities and deadlines

Oversee day-to-day social listening and community engagement operations to maintain quality outputs and team efficiency

Monitor global news and social trends daily to inform proactive listening and brand protection strategies

Manage and evolve the library of template responses, topic tags/labels, engagement protocols and inbound categorization within tools

Qualification

Social media managementCrisis responseCommunity engagementCustomer service collaborationTeam leadershipStrategic thinkingStakeholder educationPassion for travelWriting skillsProblem-solvingInterpersonal skillsOrganizational skillsAdaptability

Required

7+ years managing and moderating owned and public social communities, with a strong track record in brand reputation and crisis response

2+ years leading and developing high-performing community teams

Expertise in using social media management tools (preferably Khoros, Talkwalker, Sprout Social or similar) for social listening, engagement, community care, and insights

Extensive and proven experience working with customer service teams to resolve consumer issues and improve satisfaction

Exceptional writing, editing, and communication skills with a deep understanding of brand voice and tone

Ability to navigate ambiguity, pivot priorities and lead calmly under pressure

Demonstrated ability to exercise sound judgment in high-pressure, public-facing situations

Strong leadership and team management abilities

Strong strategic thinking, problem-solving capabilities, with a focus on customer satisfaction

Proactive and resourceful self-starter with strong organizational and interpersonal skills

Passion for travel, learning and world cultures

Ability to foster optimism and resilience in dynamic, fast-paced environments

Experience in internal advocacy and stakeholder education

Bachelor's degree in marketing, journalism, PR, communications, or equivalent experience

Benefits

Employees are eligible for annual discretionary bonus.

401(k) plan with company match.

Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.

Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).

Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.

Opportunity to take a free and/or discounted cruise.

Highly subsidized gym membership.

Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.