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

• Level of confidence and gravitas when liaising with and advising clients

• Proven people management skills

• Ability to proactively identify pain points with our clients as well as opportunities that will strengthen the client relationship and lead to upselling additional services

• Effective relationship building skills

• Ability to work under pressure to meet key client deliverables and agency projects

• Knowledge of emerging industry practices when solving business problems

• Excel, PowerPoint, Google Drive and Basecamp skills

• Strong report writing skills

Experience and/or Education

• Must have Project Management experience ideally with an agency or in the marketing, digital or social space of a large brand

• Significant experience with project management tools i.e., Monday.com

• Preferred experience with CRM tools i.e., Zoho

• Must have an understanding of social media services including social monitoring, strategy, insights, content, platforms, and tools

• Preferred experience in people management

• Familiarity with social media data

Social Element Values

✨ Bring the joy: Our people bring the joy by radiating energy, creating an uplifting atmosphere, and spreading positive vibes that's magnetic to everyone around them!

🌟 Trusted Pioneers: Our trusted pioneers are trailblazers driven by curiosity, leading the way with best-in-class solutions and innovative ideas.

🤗  Everyone’s welcome: We create an inclusive and respectful environment where communication is jargon-free, and everyone feels welcome

👐  We’ve got you: With a team that's professional, reliable, smart, and prepared, we are problem-solvers who get it done and do it brilliantly.

🫶  Genuine humans: Our genuine humans are compassionate, honest, and unapologetically real.

Benefits

Please note these benefits are for US  based employees only

🏠 100% Remote working

🌞 33 days of holiday (including the bank holidays)

🎂 Birthday off

🐕‍🦺 Annual Occasion Day off for an important event

🙏 1 Volunteer day off

😷 Paid Sick time off

⚕️ Group Insurance Medical plans with generous employer contribution, including one plan that is employer covered

🤓 Dental and Vision plans 

🏦 FSA & HSA Options, with employer contribution to HSA on select plans

👴🏽👵 401k with employer matching

🌡️ Employer Paid Long-Term/Short-Term Disability

🧑‍🤝‍🧑 Enhanced family friendly policies

😴 Career Break: After 1 year's service, can take between 4 weeks and 1 year unpaid leave.

👩‍⚕️ Wellbeing Support

🤗 3 x Wellbeing Days

🏖️ Flexible Fridays (Working half day)

The Hiring Process 

🤝 Culture + Connect Call with one of Talent Team

✨ Skills + Experience Interviews with members of the Project Management and/or Social Team

🧑‍🤝‍🧑 Chemistry Check with VP of Brand Protection and Project Management and Global Head of Social Intelligence

Our Diversity, Equality & Inclusion Commitment

We welcome applications from diverse and under-represented groups regardless of their background.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so even if you feel you don’t fulfil all the requirements, we encourage you to still apply — we’d love to hear from you! 🙂

We value having divergent thinkers who bring various experiences and viewpoints to the table at The Social Element. We strongly encourage members of underrepresented groups to apply.

We are also able to make reasonable adjustments throughout the full recruitment process so we invite you to identify any additional support that you may require to ensure you are supported throughout the full process.

✍️ How To Apply

If you're ready to make your mark with us, upload your resume  and a cover letter explaining your personal/professional experience and why you're excited to join our team. Don't forget to include the specified details in your cover letter/video to ensure your application gets processed!

***If you would prefer to submit your application in a different format, please feel free to get in touch with us at [email protected] and we will be happy to assist you in any way we can. We will be unable to process applications via this inbox. 

Excited to embark on this journey with us? We can't wait to hear from you! ❤️