Social Media Manager

Work Location:

Toronto, Ontario, Canada

Hours:

35

Line of Business:

TD General

Pay Details:

89 400 $/$89,400 - 132 700 $/$132,700 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.

Job Description:

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.

Job Description

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 end-to-end experience.

• Build performance reporting and provide regular insights on reach, engagement, sentiment, audience growth, traffic, quote starts and other agreed business outcomes.

• Test and learn across content formats, platforms, audiences, and posting strategies to continually improve performance.

• Collaborate with the Direct Investing social media team and other TD social media partners to share learnings, tools and best practices.

• Partner with Marketing and other teams to support integrated campaigns and promote TDI initiatives through the most effective channels.

• Maintain awareness of platform changes, emerging channels, audience behaviours and relevant social media trends.

Governance, Brand and Risk

• Ensure TD brand standards, TDI’s customer experience principles and simple, human communication are reflected in all creative deliverables.

• Manage required business, Legal, Compliance, Privacy, Risk and brand reviews for social media content.

• Maintain knowledge of and comply with applicable TD policies, codes of conduct, insurance requirements, privacy expectations, advertising standards and records-management obligations.

• Identify and escalate potential customer, conduct, compliance or reputation risks through established channels.

• Ensure social media activity is appropriately documented, monitored and reported.

Job Requirements

• Undergraduate degree or equivalent experience.

• Demonstrated experience in social media strategy, content development, community management, social listening, and performance analytics.

• Financial services experience required; insurance industry experience strongly preferred.

• Ability to work quickly, manage multiple projects and stakeholders simultaneously, and maintain excellent attention to detail.

• Strong judgment and the ability to handle sensitive, negative, or high-profile customer interactions with care and professionalism.

• Self-starter who works effectively both independently and within cross-functional teams.

• Strong interest in social media, storytelling, customer experience, and digital trends.

• Excellent written and verbal communication skills, with an ability to translate complex insurance topics into clear, relevant, and engaging content.

• Comfort using data and insights to evaluate performance, identify opportunities, and recommend changes.

• Knowledge of TD Insurance, our products, the insurance industry as a whole, and the important role insurance plays in our customers’ lives.

• Bilingualism in English and French is an asset.

What Success Looks Like

• TDI builds a larger, more engaged social community and strengthens its digital brand presence.

• Customers receive useful, timely, and easy-to-understand insurance content that supports informed decisions.

• Social listening insights are converted into actions that improve customer experiences and address emerging irritants.

• Social activity contributes to measurable outcomes such as traffic, quote starts, acquisition, retention, and GWP growth.

• Content and community activity consistently meet TD brand, risk, privacy and compliance expectations.

• Business partners view the Social Media Manager as a trusted advisor who brings the voice of the customer into TDI decisions.

#LI-TDI and #IN-TDI

Who We Are:

As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. Everyday, we strive to make every interaction, product and experience remarkably human and refreshingly simple for more than four million customers who count on us.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. 

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Ce poste n’exige pas la maîtrise d’une langue autre que le français.