Social Capability Operations Manager
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Location: Europe
Languages: English (Fluent),European language (Fluent)
Contract: Full-time 12 month FTC
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We are currently looking for a Social Capability Operations Manager who will help us to drive crisp service, automation and innovation within Coca-Cola's social media marketing technology stack, as part of our outsourced collaboration with The Coca-Cola Company.
An important part of our ecosystem is our Social Listening and Engagement team. This team is responsible for engagement and daily interaction with our final consumer, social reporting, clarifying doubts and following up on quality complaints, among other elements. This role will act as a key enabler of this group, and report into the Unified Social team (inside of Visual and Content Management), a team which operates 3x service lines (Social, Influencer, & Connected Pack) across an expanded stakeholder group.
As a Social Capability Operations Manager, you will support a global network of business-facing Solutions Managers, managing intake, and when necessary, working within the social media marketing technology stack to enable effective social media marketing at scale. Key responsibilities include efficient service desk request triage, improving service delivery, and maintaining social channel / tool governance. You will also work in partnership with vendor managed service teams to ensure specialized resources are used in impactful manner.
You will have 3+ years of experience in the social martech space, either within social media reporting / social community management, operations or a governance role. Experience within social media marketing technology tools such as Sprinklr, CreatorIQ is preferred, as well as
experience managing and building service desks. You will also proactively explore service delivery improvements & innovation ambitions (agentic solutions). Additionally, you be able to provide centralized & networked social channel governance, enable standardized social reporting to global standards & enable local reporting (queries, templates, tagging etc) and help local markets operate within the social martech stack. Training on specific tools and systems will be provided.
What you'll do for us? Your main responsibilities:
(~50%) Drive service delivery across our the Social, Influencer, and Connected Pack capabilities:
o Lead ticket triage, configuration support, and break/fix
o Own service desk operations (e.g. SLAs, enhancements, etc.), including platform updates/upgrades/migrations
o Facilitate team calls with relevant and up to date information (key stakeholders include Solutions Managers, Product, & Managed Service teams)
o Test and integrate agentic solutions
(~25%) Support Social Channel Governance Operations:
o Native channel governance / password management
o Social martech stack enrolment and re-enrolment (training guides, onboardings, etc.)
o Platform permissions and user management
o Adoption and rollout of new standards, features, methodologies, & systems at global,
regional, and local levels
o Tagging & reporting across social martech
(~15%) Enable stakeholders within the social martech toolset across listening and social
engagement/publishing (as needed)
(~10%) General Global to local facilitation and engagement
Who are you?
Above all, you are passionate about Social Media Marketing Operations as well as Marketing Technology and SAAS tools. You aren't afraid to dive deep into the social technology stack and its supporting operational processes / tools to become a SME. You are a hard-working individual with a background in either Social Media, MarTech or Analytics. You have exceptional written and verbal communications skills, you like working at global and local level and have and prior experience with popular social media management (Sprinklr, TweetDeck, HootSuite, Sprout Social, etc) and / or service delivery tools. You demonstrate an understanding of the social technology universe, trends in AI/automation in the space and knowledge of key digital best practices. You have experience in managing multiple, competing priorities, duties and projects. You are not afraid to get stuck in and take ownership, work under pressure and meet tight deadlines to deliver best-in-market social learnings to continuously engage and retain brand fans.