The Social Media Customer Service Support Manager is responsible for overseeing the performance and activities of Brand Ambassadors (BAs), ensuring they meet their quotas and effectively promote client brands. The role involves providing support, training, and strategy development to improve BA workflow and campaign success, while also collaborating with the Account Manager for optimal client outcomes.
Key Responsibilities:
Oversee Daily Activities of BAs:
– Ensure Brand Ambassadors meet weekly quotas.
– Identify new communities for lead generation for client brands.
– Address challenges and pain points in BA on-ground activities promptly.
Support and Training for BAs:
– Organize bi-monthly or monthly meetings with BAs as required.
– Conduct training sessions when introducing new technologies, approaches, or strategies.
Reporting and Communication:
– Compile and create weekly brand reports ensuring timely quota achievement.
– Forward reports to the Account Manager for client dissemination.
Workflow Improvement Strategies:
– Regularly evaluate BA performance and implement necessary improvements or adjustments.
Collaboration and Strategy Development:
– Work closely with the Account Manager to develop and refine client campaign strategies.
– Conduct regular meetings to discuss brand progress and client requirements.
Client and Brand Expertise:
– Gain thorough knowledge of client products and services to guide BAs in community engagement.
– Identify growth opportunities based on community feedback and recommendations.
This role requires strong leadership, communication, and strategic skills to effectively manage and support the Brand Ambassadors, ensuring successful client campaigns.
Qualifications:
– 3-5 years of experience client-facing roles such as Account Management or Project Management in a marketing, social media, SEO, or PR agency.
– Demonstrated ability to manage multiple clients and projects simultaneously.
– Strong interpersonal skills with the ability to build rapport and trust with teammates
– Analytical mindset with the ability to interpret data and derive actionable insights.
– Excellent verbal and written communication skills.
– Highly organized with strong attention to detail.
– Required to work in US-time zone – PST, CST, or EST
