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