Social Media Manager

CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Department Overview TD Insurance (TDI) helps protect Canadian families by making it easy to access the advice, protection and support they need in moments that matter. The Customer Experience team advances TDI’s commitment to customer obsession by championing the voice of the customer and helping deliver experiences grounded in Ease, Value, and Advice. Social media is an important part of how TDI connects with customers and Canadians. It provides an opportunity to share timely, relevant and educational content, strengthen trust in the TD Insurance brand, listen to customer feedback, and contribute insights that improve products, services, and experiences.

Reporting to the Senior Manager, Customer Experience, the Social Media Manager will lead the execution and ongoing evolution of TDI’s social media strategy across relevant platforms, including Instagram, YouTube, Facebook, Reddit and emerging channels. This role will help build an engaged social community by creating useful, human and customer-focused content that improves insurance understanding, highlights the value of protection and supports TDI business and customer experience priorities. The Social Media Manager will bring together social listening, content strategy, community management and performance analytics to strengthen TDI’s digital presence and turn customer conversations into actionable insights. Success will be measured through the role’s ability to grow and meaningfully engage TDI’s social community, strengthen positive brand sentiment, deliver measurable customer and business outcomes, and operate within TD’s brand, risk and compliance requirements. Measures may include engagement, earned media value, follower growth, social-driven traffic and quote starts, and contribution to customer acquisition, retention and Gross Written Premium growth. Key Accountabilities Lead the development and execution of TDI’s social media strategy and annual content plan, aligned with TDI and Customer Experience priorities. Generate content ideas independently and in partnership with Customer Experience, Marketing, Product, Pricing, Claims, Distribution and other business partners. Oversee writers, designers, video editors, and partners to develop high-quality, channel-appropriate content. Publish, schedule, and optimize content across TDI social media channels while maintaining a coordinated editorial calendar. Lead community management, including monitoring and responding to comments and direct messages, and appropriately managing negative or sensitive interactions. Build and sustain a clear interaction model with key partners, including TDI Customer Care, to manage customer complaints received through digital media platforms and share related business insights. Use social listening, topic mining, and trend analysis to identify customer needs, emerging risks, reputation considerations, and opportunities for relevant engagement. Translate social insights into clear, actionable recommendations for TDI leaders and business partners, helping identify customer irritants and opportunities to improve the