Social Media Escalations & Crisis Response Manager

US Tech Solutions•New York, NY

11h

About The Position

The Social Media Manager is responsible for leading crisis management efforts across Global and Regional social teams. It acts as the frontline defense for brand reputation, identifying, assessing, and mitigating potential threats in online discourse. This role leverages social media expertise, crisis communication strategies, and data analysis to protect the brand image and advise business decisions.

Requirements

Experience managing cross-functional or cross-team projects.
6 years of experience in marketing working in crisis management, public affairs, and/or social analytics.
Experience with social measurement tools and datasets like Brandwatch, Crimson Hexagon, Zignal Labs, Sysomos, Sprinklr, SimilarWeb, Netbase, Quintly.
Exceptional written and verbal communication skills to convey data-driven narratives. You don’t just deliver facts and figures, but thoughtfully and holistically create reports that address large strategic business questions with a data-based narrative.
Experience leading agency partners.
Experience leveraging AI to accelerate insights, strategy, and/or operations.

Responsibilities

Daily Rapid Response Crisis & Escalations Management. Assess incoming brand challenges and escalations on social media, determine potential brand risk, and provide a communications strategy recommendation on when/how to respond.
Make marketing strategy and business recommendations in collaboration with XFN teams (Comms, Marketing, TnS, etc) to influence multiple levels of stakeholders.
Call for Black Ribbon activation when an escalation meets the criteria and facilitate Brand+Social approval when local markets request Black Ribbon.
Build & Maintain Crisis Management Framework & Comms. Develop and implement frameworks for quantifying and assessing risks and opportunities identified on social platforms, including escalations benchmarks to provide context in social reporting.
Build and maintain the B+S Crisis playbook to educate XFN partners, leadership and the Brand+Social team on the function and processes of rapid response.
Contribute to the broader YTM crisis playbook.
Manage Social On-call Program. Effectively work with on-call team and agency partners to maintain 24/7 coverage, optimizing operations related to rapid response planning, escalation scenario planning, and social planning insights as needed. This includes scheduling on-call shifts and implementing improvements to the program to support quality round-the-clock coverage, in collaboration with GRL partners.
Solve non-routine social landscape analysis problems.
Lead social listening analysis (including data gathering, processing, analysis, ongoing deliverables, and presentations).
Manage social analysis and updates to sensitive KOF list in support of streamlined process and contextual awareness on potential emergent issues.