Social Media Manager

Program Manager Role:

About the Role

Our mission is to ensure all ourr users have a seamless customer care experience, while also protecting our reputation. To do this, we are expanding a new team called the Social Brand Reputation Team. They sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Marketing and Crisis Communications.

They will live and breathe social media focused on protecting our reputation. This role will work in partnership with the US Program Manager to oversee a team of ten globally located associates who have to main objectives:

Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams

Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media

You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.

This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment. The person should also be prepared to manage, steer and guide junior members of the team.

This role will work across many functions and teams within CommOps, across international offices, and will provide you with the opportunity to completely design, prioritize, and implement projects to support this fast growing organization scale.

Preferred Qualifications / Experience

4+ years of social media community management for a large global brand with diverse issues

Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales

Ability to thrive in an ambiguous and flexible work environment

Social Listening and Software Proficiency in Sprinklr & Brandwatch

Strong stakeholder management skills, especially ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgrounds

Understand intuitively what has the propensity to go viral and create brand crises

Experience leading influencer/celebrity management and relationships

Previous experience managing Brands and Crisis in Social Media

Customer care operations experience

Strong communicator (both verbal and written); creative copy writing skills

Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media

Problem solver - Desire to address complex problems without hesitation

Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work

Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication

Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)

Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users

Analytically oriented - Can demonstrate impact and efficacy of initiatives on the business

On-Call operations experience