Project Manager, North America (Social Media)

🌎 Where: This is a fully remote role from the United States

🤝 Type:  Full time, salaried role

🚀 Join Us at Social Element! 🌟

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! 💼

What You’ll Do 📅 

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.

🗂️ Project Management 

• 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

🧑‍🤝‍🧑  Team Management

• 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)

🛠️  Documentation + Tools

• 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

About You 👇

Skills and Traits

• 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