Senior Manager, Social Media Management Platforms

JOB SUMMARY

The Senior Manager, Social Media Management Platforms will work closely with the Director, Social Media Support, and Social Media stakeholders across Marriott (including M Live, Brand Digital & Social, CX, Marriott Digital Services, Global Digital, Continent teams, Management Companies, CEC and properties) to develop, maintain and launch social media management and listening platforms that support our organization.

Position will:

• Assist the Director, Social Media Support with the mulit-year implementation and roll-out of an enterprise-wide social media management platform (Sprinklr) and a social media listening platform 
  • Discover and document stakeholder requirements
  • Establish platform implementation and ongoing success criteria 
  • Maintain accurate, high-quality and timely documentation of implementation steps and activities for executives and stakeholders 
  • Develop, update and deliver project plans and communication plans
  • In conjunction with the Vendor, design and configure appropriate platform solutions that meet requirements, and fulfill use cases 
  • Ensure that all users are trained and educated properly and in a timely fashion
  • Develop scalable governance and administrative processes with the Continent teams
  • Deploy software in a way that anticipates future needs or is able to accommodate business requirements that may arise
• Serve as the day-to-day social media management and listening platform contact and administrator for above-property Marriott stakeholders (Corporate, Continent, Agency) 
• Work closely with Continent teams to ensure social media management and listening platforms are meeting the needs of the properties, and provide property support as-needed
• Serve as the day-to-day contact at Marriott International for social media management & listening platform vendors
• Oversee the Sprinklr Managed Services team 
  • Ensure optimal stakeholder service as it relates to platform performance, functionality, enhancements, and configuration
  • Track monthly service hours against the contract and prioritize work as-needed
• Provide Social Media escalation support for platform problems for all Marriott stakeholders 
• In conjunction with the Vendor, work with stakeholders to continually optimize the design and configuration of the platforms that support social media management and listening
• Develop design and configuration recommendations for ad-hoc projects and initiatives, and implement with vendors as-needed
• Consult with stakeholders to make recommendations for people, processes and technology that help them achieve their objectives
• Develop and deliver presentations to stakeholders, corporate leaders and executives as-needed
• Update social media management and listening platform documentation and training on internal communications channels
• Assist the Director, Social Media Support with new vendor contract negotiations and existing contract renewals 

CANDIDATE PROFILE 

Education & Experience Required: 

• 4-year degree from an accredited university
• 5+ years experience in the business, sales and marketing, digital/ecommerce, social media, management operations, or related professional area.

Experience & Skills Preferred:

• 2+ years of Sprinklr management, design, configuration, deployment and support
• Fluency in social media listening and analytics tools 
• Deep understanding of the most popular networks (Facebook, Twitter, Instagram) and how they can be used to achieve business objectives
• Strong technical background with advanced skills in Microsoft Office applications
• Team player with demonstrated ability to navigate large organizations, influence partners, build consensus and work across various functional departments
• Strong written and verbal communication skills
• Ability to summarize information and deliver engaging presentations 

California Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Colorado Applicants Only: The salary range for this position is $96,038 to $190,154 annually.

Hawaii Applicants Only: The salary range for this position is $116,205 to $209,169 annually.

New York Applicants Only: The salary range for this position is $96,038 to $209,169 annually.

Washington Applicants Only: The salary range for this position is $96,038 to $209,169 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will ac