Key Responsibilities:

Social Listening

• Monitor and analyze online consumer and business conversations to understand topics, volume, and sentiment.
• Provide real-time competitor, product, and category insights through social landscape reports.
• Advise the content team on the direction of the social content calendar and marketing activities based on social listening insights. This includes, but is not limited to, creative content recommendations, content topics, best practices, and trends to improve key metrics.

Social Media Performance

• Create always-on and ad hoc performance reports, encompassing both owned performance and earned activity.
• Assess the potential effectiveness of campaigns and social content, recommending improvements based on performance.
• Collaborate with other pods to optimize social media campaigns and content based on performance data.

Tools

• Regularly clean noise within the Sprinklr platform by refining queries and filters to ensure accurate and relevant data collection.
• Support in maintaining the Sprinklr platform’s health and resolve any minor issues.
• Continuously update queries, keywords, and Boolean strings to capture relevant and recent data.
• Assist team members in leveraging Sprinklr and other social listening tools effectively.
• Able to also learn and apply best reporting practices from data taken from native platforms.

Stakeholder Engagement

• Drive the weekly and monthly delivery of social analytics reporting in collaboration with respective pods.
• Drive projects that involve social listening and measurement.
• Share best-case examples and findings to facilitate knowledge sharing across the community.
• Always stay up to speed on the latest trends and news about social media channels that may affect metrics.

As a senior member of the team, you must espouse leadership qualities such as:

Client Management

• Drive client discussions, manage their expectations, and be seen as a go-to, reliable partner when it comes to social listening & analytics.
• Proven agility in responding to client and team concerns promptly.

Service Delivery

• Provide clear guidance to the team based on client objectives.
• Take the lead in addressing issues, anticipating challenges, and proposing solutions.
• Ensure that client KPIs are met in a timely manner.

Team Management / Operations

• Organizational skills with a focus on operational excellence.
• Ability to prioritize tasks and ensure efficient workflow for himself/herself and for the team.
• Run a tight team with a work-positive approach to management and an encouraging atmosphere.

Essential Skills and Experience:

• Bachelor’s degree in Marketing, Communications, or a related field.
• Excellent communication skills. Strong interpersonal, written, and oral communication skills.
• At least 4 years of work experience in social listening and analytics.
• Understands best practice in both social media and response management.
• A deep understanding of social media platforms, such as but not limited to Twitter, LinkedIn, Facebook, Instagram, and YouTube, including platform-first formats with a sense of what works well across each for both paid and organic.
• Proficiency in using social listening tools. 3 years or more experience with Sprinklr is preferred.
• Strong analytical skills and attention to detail.
• Experience in client management or stakeholder management.
• Experience in cross-functional collaboration.