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Engagement Manager

Company Overview:

Brand Networks simplifies social, delivering award-winning social advertising software and services to enterprise customers throughout the world. We are proud to be one of the few companies in the industry formally recognized as an early Snapchat Partner, Instagram Marketing Partner, Pinterest Marketing Developer Partner, LinkedIn Sponsored Updates and Custom Apps partner, and Twitter Ads API Developer.

Description:

As an Engagement Manager, you will play a key role in accelerating the usage of Brand Networks’ platform and strategies to promote multi-location, local business appeal through social media. You will advocate social best practices, as well as support, grow and sell benefits of the platform through current and new client relationships. Using an analytic and collaborative approach, you will develop keen insights into your client’s businesses, competitors and user base, and help them meet their marketing objectives by leveraging Brand Networks products and services. The Engagement Manager reports to the Director, Client Delivery while receiving guidance on day-to-day tasks from senior members of the team.

  • Building relationships with field user’s and national brand contacts through effective communication.
  • Thinking creatively to inspire and maintain tool usage.
  • Educating and training end users and corporate offices on how to use Brand Networks’ platform and what makes a successful social strategy.
  • Conducting high-level research and working directly with Data Analysts to report on company insights, performance of specific initiatives, competitive analysis and the social media marketing industry.
  • Collaborating with internal and external teams.
  • Personal Management: Improving your ability to manage your time, workload and deliverables so less oversight is required over time.

Build Relationships through Outreach:

  • Get to know your users. Who are they? What are their unique business challenges?  What motivates them? What is their corporate culture like? How do they like to communicate?
  • Craft communication plans to communicate with (potential) users in order to drive:
    • Awareness - Educate about high-profile/opportune times to post (holidays, awareness days, trends, etc.)
    • Adoption.
    • Usage.
  • Respond to user outreach (emails, phone calls) including but not limited to:
    • Inquiries.
    • Troubleshooting, logging and escalating any bugs with the internal team.
    • Offering general support.
  • Communicate with additional (client) partners, such as moderation teams.
    • Monitor and re-publish failed posts.
  • Contribute to the design and strategy to execute the tactics of reaching out to users who:
    • May have been inactive.
    • Deserve praise for a job well done.
    • Need a reminder of who you are (introductions), what you do and how you can help.
    • Experience post deletion based on content breaches.

Be Creative and Inspire:

  • Actively participate in creative brainstorming of high level strategy.
  • Lead tactical executions.
  • Share ideas/key learning’s internally and to support the client as it’s related to strategies and tactical executions.
  • For tool users:
    • Update places of inspiration.
    • Highlight and recognize key participants.
    • Collect and socialize success stories.
    • Creatively motivate.
    • Encourage friendly competition.

Educate:

  • Create, share and maintain user guides including best practices, content thought starters, event training guides, etc.
  • Create, run and maintain training documents/seminars.
  • Join/participate in client calls at Brand Networks including taking notes and sharing action items to recap the meeting with the internal team.
  • Lead in onboarding process for new users.
  • Travel to key markets to spend time in the field with users.
  • Share results from the field, surface concerns, provide recommendations to the internal team.

Research and Report:

  • Understand the history of the client to better assess and understand trends, successes and opportunities.
  • Collaborate with analysts to put in reporting requests.
  • Formulate and deliver standard reports offering high level analysis.                  
  • Proactively share user successes and opportunities.
  • Proactively identify needs with the internal team to create solutions to better serve end-users and clients.
  • Understand and socialize the social media landscape, the competitive landscape and contributing items.
    • How will they affect to our efforts?
    • How can we use this information to provide more value to our customers?
  • Stay up-to-date/research trending social media topics, client information and competitors.

Collaborate:

  • Stay apprised/in communication with the main client contact.
  • Be aware of any national (marketing) efforts/events.
  • Share performance updates and regular reporting internal teams.
  • Work internally to deliver any ad-hoc requests/strategy or reports.
  • Provide recommendations based on expertise and observations.
  • Work collaboratively with any other partners of the client.
  • Technical Understanding.
    • Better understand the backend of the tool.
    • Anticipate client tool needs.
    • Escalate and support reporting and resolving any larger tool issues.

Requirements:

  • A Bachelor’s degree in Journalism, English, or a related field required.
  • 5+ years of experience in social media, account management, analytics, digital marketing or PR – in an agency or in-house setting.
  • Incredibly solid writing skills and a passion for creating content about social media marketing.
  • Ability to develop, communicate and successfully implement projects – working closely with cross-functional teams.
  • Experience with reporting back social media and marketing metrics, working towards measuring ROI.
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