Director, Head of Social Media

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We are looking for a Director on our Social Media team who will strategically steward the ServiceNow brand in social both internally and externally, across a variety of audience and content priorities. They will lead the development and execution of comprehensive social media strategies and editorial plans that align with ServiceNow’s relentless pursuit of innovation in both the tech and marketing space.  

While this person will manage a team of social strategists and creatives, we are also looking for a maker – someone who is equally as excited about creating the content as they are about the vision to get there. Let’s call it the “swiss army knife” of social leaders – 50% creative, 50% strategist – with 100% love of social. The ideal candidate will love testing and learning, trying new tools, and thinking of new ways to bring content to life. 

This person will partner closely with our thought leadership leads to collaborate on 360 content plans to support our key editorial efforts, never shying away from thinking about bigger, better ways to uplevel our content. They will also liaise with key stakeholders across comms and marketing, both globally and in region, to drive the creation of integrated social plans with native, bespoke ideas that will become some of our most highly visible content in the company. 

The ideal candidate will have strong leadership experience, crave learning new trends and tools, and be able to thoughtfully apply social media best practices to existing content plans, while also always thinking one step ahead for new social-first opportunities. The role will report into the Senior Director of Brand Content. 

Key Responsibilities:   

• Drives the foundational strategy and operating model of the Social Media team, from annual strategy development (role of channels, KPIs, listening & engagement guidelines, etc) to editorial planning and processes to the oversight and development of content, and stewards and socializes these efforts with key players across the organization for inputs and alignment as needed 

• Collaborates with other brand marketing leads to oversee and develop strategic social content plans to support brand campaigns, platform content, customer stories, and thought leadership 

• Determines organic and influencer social promotional strategies for key areas like internal/external events, comms announcements, and strategic sponsorships  

• Manages a team of social media managers and creatives, collaborating with and guiding them throughout the editorial planning process on their respective content pillars 

• Acts as a Brand Ambassador for our brand identity and tone of voice across our social channels  

• Leads the relationships with our regional social partners in APJ and EMEA 

• Assesses opportunities for social content across the org and proactively spearheads new content streams as needed 

• Reviews performance data, communicate wins and identify areas of improvement as needed 

• Oversees the annual budget and determines spend areas (eg. agencies, influencers, contractors) based on team needs and brand p