Social Media Manager - Social Listening Intelligence

Truist Bank • Atlanta, GA

2d • Onsite

About The Position

The Social Media Manager - Social Listening Intelligence supports enterprise social listening, monitoring, and reputation management activities by tracking online conversations, identifying emerging issues, and delivering timely insights to internal stakeholders. This role helps maintain awareness of social, digital, news, and online conversations that may impact the organization's reputation, client experience, operations, or brand. Working closely with marketing, communications, social care, cyber, and other internal stakeholders, the social media manager assists with ongoing monitoring efforts, incident support, reporting, and analysis. The role uses social listening and intelligence platforms to identify trends, monitor sentiment, support crisis response activities, and provide data-driven insights that help stakeholders make informed decisions.

Requirements

• Bachelor’s degree in Marketing, Communications, Business Administration or related field, or equivalent education and related training
• Seven years of related experience or an equivalent combination of education and experience
• Deep specialized (SME) and/or broad knowledge within the marketing social media and influencer marketing discipline
• Sound and comprehensive understanding of business and organizational strategies and processes managing a process
• Ability to interpret internal and external business challenges and implement best practices to improve products, processes, or services
• Ability to lead projects of significant complexity and risk exposure, in addition to leading a team of professionals
• Ability to exercise independent judgment in solving technical, operational, and organizational challenges in the context of business objectives and priorities
• Sophisticated analytical skills and the ability to solve complex technical and business problems
• Ability to influence others to adopt a new perspective
• Knowledge of the industry's competitive landscape and an understanding of the market and regulatory factors that shape the industry.
• Expertise with social media channels including Facebook, Instagram, Pinterest, LinkedIn, SnapChat, YouTube, etc.

Nice To Haves

• Experience using social listening and intelligence platforms such as: Sprinklr Insights NetBase Quid Brandwatch Talkwalker Meltwater Dataminr
• Other social listening, media monitoring, or digital intelligence tools
• Experience supporting crisis monitoring, reputation management, or incident response activities.
• Familiarity with sentiment analysis, social media analytics, and digital reporting methodologies.
• Knowledge of social media platforms, emerging digital trends, and online customer engagement practices.
• Experience creating dashboards, reports, and presentations using social intelligence data.

Responsibilities

• Monitor social media platforms, online communities, review sites, etc. for brand mentions, client feedback, industry developments, and emerging issues.
• Support enterprise incident monitoring efforts by tracking conversations, gathering intelligence, and providing updates during incidents and high-profile events.
• Analyze social and digital data to identify trends, sentiment shifts, client concerns, and potential reputational risks.
• Assist in the development and maintenance of monitoring dashboards, reports, alerts, and listening queries.
• Compile and distribute recurring reporting on brand sentiment, conversation volume, emerging topics, and key monitoring metrics.
• Escalate identified issues and trends according to established monitoring and incident management procedures.
• Partner with internal stakeholders to provide monitoring support, research, and intelligence related to business initiatives, campaigns, and reputation concerns.
• Conduct ad-hoc analyses and research to support communications, marketing, client experience, and risk management efforts.
• Maintain and optimize listening taxonomies, keyword searches, and monitoring workflows within social listening platforms.
• Support the documentation of monitoring procedures, best practices, and operational processes.
• Ability to be available after-hours and on weekends for crisis and incidents or ad-hoc needs periodically.

Benefits

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• 401k plan
• vacation
• sick days
• paid holidays
• defined benefit pension plan
• restricted stock units
• deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior