Ogilvy

  • Social Project Manager

    Posted Date 8 months ago(25/01/2019 3:52 AM)
    Job ID
    2018-4332
    # of Openings
    1
    Department
    Social
  • Overview

    The Social Project Manager (SPM) oversees the operations of the Ogilvy’s Social Operations Team.  Since content and conversations are informed and influenced by data, the SPM is also responsible for gleaning insights from analytics to constantly optimize social content development and response management. 

     

    He/she will work closely with the accounts team to ensure effective and on-time delivery of relevant tasks including but not limited to social content production, asset monitoring, social media listening, issue tracking/flagging and tagging, response spiel creation, response management, chatbot implementation, and regular report development. 

    Responsibilities

    Key Responsibilities (Specifics):

     

    Project Management

    • Manage workload of, coordinate with, and assign work to the members of the social operations team based on required deliverables while ensuring timely delivery of day-to-day requirements to the Accounts Team.
    • Create and maintain comprehensive project documentation and a detailed project plan to track progress.
    • Plan, set up, and optimize local and regional hub services by driving best practices across people, process, and tools.
    • Assess requirements and make judgements regarding necessary workload reassignment and deadline negotiations with the account managers.
    • Schedule briefings and internals and facilitate team meetings.
    • Draft baseline schedules and get approval from the Accounts Team.
    • Proactively identify risks and develop and communicate solutions to contingency plans and manage those plans.
    • Maintain and update daily calendar schedules of the team. 
    • Create and file copies of necessary internals paperwork needed to facilitate payments
    • Consistent implementation of quality assurance measures including but not limited to adherence to publishing accuracy, specific turnaround time, thorough monitoring, accurate case handling, quality of humanized responses, and proactive escalation/follow up of issues.
    • Responsible for the continuous evolution of the data-driven social media practice and continuous development of the community management and social care teams.
    • Fully take on the responsibilities of a social care/community manager whenever there’s a sudden loss of manpower or increase in inbound message volume.

    Social Consultation

    • Help strategy development by helping find evidence to test its effectiveness.
    • Develop and update a social media playbook that includes standard operational procedures, issue monitoring protocols, community guidelines, and response spiels.
    • Co-development of owned channel audit reports with the community management team and support analyst. These reports cover page performance, SLA metrics, team performance, issue monitoring, and opportunities.
    • Support the business development team in terms of project scoping, team structure assessment, KPI setting, and manpower requirements.
    • Help develop project objectives, involving all relevant stakeholders and ensuring technical feasibility.
    • Participate in brand briefings for new business and pitches
    • Participate in brainstorming sessions related to social media content creation and response management.
    • Work closely with the business development team in developing and evolving the team’s product and service offerings.
    • Provide support developing and facilitating training sessions across the team and infuse best practices into all outputs

    The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

    Qualifications

    • At least 2-3 years of experience in social media management or in a related field in digital marketing, project management, or customer management
    • Knowledge of agency-client- supplier ways of working is a plus
    • An understanding of project life cycle.
    • Experience coordinating with several teams and manging multiple projects simultaneously.
    • Excellent written and verbal communications.
    • Ability to see the big picture and to strategize best solutions in terms of work delegation
    • Ability to build strong, effective relationships with internal team members
    • Excellent time management, self-management, and organizational skills
    • Ability to pro-actively anticipate obstacles and create solutions.
    • Ability to work effectively and collaboratively with other departments
    • Strong interpersonal communication skills
    • Highly collaborative and able to meet deadlines
    • Detail oriented, with excellent follow through skills
    • Ability to manage a team on a routines basis
    • Ability to see the big picture and to strategize best solutions in terms of work delegation

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