Project Manager, North America (Social Media)

Social Element is a leading global full-service social media agency on a mission to Make Social Better for everyone. They are seeking a passionate Project Manager to manage Brand Protection, Community Management, and Social Insights projects for major clients in North America.

Responsibilities:

• Oversight and ensuring seamless service delivery on our client projects
• Oversight of North America Insights deliverables
• Ensure services are delivered in accordance with the Statement of Work
• Ensure strong performance against KPIs (Key Performance Indicators)
• Coordination of all project activities with all service lines
• Serve as a key liaison between the client, the client services team, and service delivery team
• Serve as a backup on other projects, as well as ensuring proper coverage and cross-training so all projects have adequate support and coverage in emergencies or during time off
• Ensure projects are fully resourced, delivered effectively, on time and within budget to include any planning ahead to forecast high volume times, i.e., holiday coverage, campaigns, etc
• Attend client meetings and provide clients with confident, service focused recommendations and solutions
• Support with holiday cover for other Project Managers and key team members (may include some unsociable working hours)
• On-call for crisis and emergency escalation situations
• Proactively look for solutions to improve efficiency and meet client needs in order to strengthen the client relationship - bring in key stakeholders where needed to demonstrate to our clients that we are a strategic advisor and partner
• Quality Assurance (QA) in various forms across all projects - e.g., from checking productivity stats in tools to full QA of service delivery on client projects
• Manage a team of flexible service team members
• Manage a team of hourly paid employees, coordinate positive and negative feedback, track late and missed shifts and serve as the line manager to this team
• Understand the services and business models to manage the team in alignment with overall business goals
• Communicate updates to the team from the client that impact the delivery of work in a timely manner
• Provide feedback to Resources on all project team selections (research which potential candidates are suitable for each project)
• Creation and maintenance of client project documentation including accurate documentation in Google Sites, Zoho and Monday.com
• Ensure all platforms are connected according to the Statement of Work, escalation of any issues to relevant tool provider
• Maintain accurate and current records in Zoho, complete quarterly audits

Requirements:

• Strong accuracy skills and attention to detail
• Logical thinking with creative troubleshooting and problem-solving ability
• Strong written and verbal communication skills
• Strong organisational and time management skills, to meet client and agency deadlines
• Level of confidence and gravitas when liaising with and advising clients
• Proven people management skills
• Ability to proactively identify pain points with our clients as well as opportunities that will strengthen the client relationship and lead to upselling additional services
• Effective relationship building skills
• Ability to work under pressure to meet key client deliverables and agency projects
• Knowledge of emerging industry practices when solving business problems
• Excel, PowerPoint, Google Drive and Basecamp skills
• Strong report writing skills
• Must have Project Management experience ideally with an agency or in the marketing, digital or social space of a large brand
• Significant experience with project management tools i.e., Monday.com
• Must have an understanding of social media services including social monitoring, strategy, insights, content, platforms, and tools
• Preferred experience with CRM tools i.e., Zoho
• Preferred experience in people management
• Familiarity with social media data