Insights Manager

Overview

Role: Social Media Insights & Intelligence Lead

Work Location: Philippines

Reports to: Regional Social Strategy and Ops Lead

Responsibilities & Duties

• Leadership and Strategy: As Social Media Insights & Intelligence Lead, you will manage overall operations and performance.
  • Resource planning, support in hiring and onboarding new team members
  • Workload / capacity management
  • Delegation of tasks
  • Monitors KPIs relevant to the clients and teams
  • Acquiring team members' feedback, problem-solving, and providing coaching and training as necessary
  • Participates in regional leadership syncs and shares best practices across teams
  • Curates and shares regional insights and practices with line manager and stakeholders
• Service Management: Overall accountability for the Social Media Insights & Intelligence team and a point of contact for clients / key stakeholders.
  • Accountable for service delivery within the regional social division
  • Manages day-to-day team operations in cooperation with regional Social strategy and ops lead
  • Maintains, develops and shares deep knowledge/understanding of all key programs/tools/deliverables in the given sub-discipline
  • Provides in-depth functional expertise to stakeholders on every aspect of service delivery
  • Strives for a connected, seamless and process-driven execution model across multiple locations
  • Contributes to fiscal year planning and further model evolution in partnership with internal and external stakeholders
  • Drives new services/features/tools deployments into the team, providing structured feedback and optimization proposals
  • Cooperates with internal and external stakeholders to create and maintain up-to-date holistic process documentation
  • Manages hiring process with guidance from regional Social strategy and ops lead, in cooperation with local offices/Hubs
• Service Deployment & Readiness: Drives service quality, consistency & innovation through leading practice sharing and participation in the marketing services community.
  • Community Engagement & Management: Coaches, mentors and supports colleagues; supports onboarding of new team members
  • Collects and evaluates client feedback on service delivery and aligns with stakeholders on action plans
  • Liaises with line manager and stakeholders to ensure client business updates land with the team as required
  • Collects regular feedback from the team related to enhancements/issues/needs
  • Performance Tracking: Monitors KPIs for the Social team; co-creates and executes improvement plans; monitors utilization; ensures adherence to processes/playbooks
• Team collaboration: Work closely with key stakeholders to resolve issues and ensure smooth service delivery
• Stakeholder Engagement: Engage with functional stakeholders to set expectations on service delivery; provide consultative support and recommendations
• Global Community Engagement: Shares best practices with the regional team and participates in community calls
• Best Practice Sharing: Curates and showcases area findings and practices to share with the global community

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 cross-functional teams to optimize social media campaigns and content based on performance data

Tool(s)

• Regularly clean noise within the Listening platform by refining queries and filters to ensure accurate and relevant data collection
• Support in maintaining the Listening 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 social listening 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 teams
• Drive projects that involve social listening and measurement
• Share best-case examples and findings to facilitate knowledge sharing across the community
• Stay up to date on the latest trends and news about social media channels

Qualifications

• Bachelor’s degree in Marketing, Communications, or a related field
• 7-10 years of experience in social listening and analytics
• Deep understanding of social media platforms (e.g., Twitter, LinkedIn, Facebook, Instagram, YouTube) including platform-first formats for paid and organic
• Proficiency in using social listening tools
• Strong analytical skills and attention to detail
• Experience in client management or stakeholder management
• Experience in cross-functional collaboration
• Excellent communication skills; strong interpersonal, written and verbal
• Understanding of best practices in both social media and response management
• Desirable: Advanced Excel and data analysis skills

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Marketing

Industries

• Marketing Services
• Advertising Services
• Technology, Information and Media

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