Project Manager, North America (Social Media)

Social Element•Houston, TX

1d•Remote

About The Position

Founded 23 years ago, we're a leading global full-service social media agency on a mission to Make Social Better for everyone. To us, better social means creating unskippable content, making scrolling safer for everyone, creating stronger connections with each other and making a huge impact. Now, we're on the lookout for a passionate Project Manager to manage Brand Protection, Community Management and Social Insights projects for a multinational automotive and an alcohol brand in North America! 💼 Tasked with supporting two major moderation and engagement clients and supporting our Social Intelligence function, you’ll conduct tactical day-to-day duties, issue resolution, and ensure high quality of service delivery, while supporting the Client Services department to nurture client relationships. This position also allows you to look for ways to find efficiencies by improving established processes, and identifying opportunities to improve service delivery across the full project management function.

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

Nice To Haves

Preferred experience with CRM tools i.e., Zoho
Preferred experience in people management
Familiarity with social media data

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

Benefits

100% Remote working
33 days of holiday (including the bank holidays)
Birthday off
Annual Occasion Day off for an important event
1 Volunteer day off
Paid Sick time off
Group Insurance Medical plans with generous employer contribution, including one plan that is employer covered
Dental and Vision plans
FSA & HSA Options, with employer contribution to HSA on select plans
401k with employer matching
Employer Paid Long-Term/Short-Term Disability
Enhanced family friendly policies
Career Break: After 1 year's service, can take between 4 weeks and 1 year unpaid leave.
Wellbeing Support
3 x Wellbeing Days
Flexible Fridays (Working half day)