MakatiOverview The Operations Manager (OM) is in charge of steering and overseeing the smooth and excellent delivery of Ogilvy’s social media services while ensuring all deliverables are grounded on social/online data. The OM for will work closely with the account teams, regional counterparts, and offshore clients to plan, set up, execute and calibrate social media services that deal with online monitoring, content planning, publishing and localization, event coverage, response management, and regular reporting.
Responsibilities
Social Media Operations
Manage a team of office-based and contractual content managers, response managers, project/shift managers, and social analysts to ensure effective and on-time delivery of relevant tasks including but not limited to content development, owned/earned media monitoring, social media listening, issue tracking/flagging tagging, response spiel creation, response management, chatbot implementation, and regular report development.
Plan, set up, and optimize local and regional hub services by driving best practices across people, process, and tools.
Ensure resource availability and allocation based on agreed SLAs and shifting schedules. Calibrate workflows and workloads to maximize efficiency.
Use appropriate verification techniques to manage changes in project scope, schedule, as well as carry out risk
Report and escalate concerns to management as needed.
Steer day-to-day process improvements to align with platform trends, emerging technologies, and available talent pool.
Establish and sustain relationships with relevant third parties/vendors, as well as process the paperwork/payment of active subscriptions with such vendors.
Create community audits to spot opportunities and determine improvement areas specific to service level agreements.
Produce social media playbooks and other relevant reference materials that will streamline standard protocols and ensure efficient service delivery. This includes standard operational procedures, issue monitoring protocols, community guidelines, and response spiels.
Ad-hoc duties include supporting other community management functions as and when required
Social Media Consultation
Support the business development team in terms of client presentations, project scoping, team structure assessment, KPI setting, and manpower requirements.
Help develop project objectives, involving all relevant stakeholders and ensuring technical feasibility.
Participate in brand briefings for new business and pitches
Participate in brainstorming sessions related to social media content creation and response management.
Work closely with the business development team in developing and evolving the team’s product and service offerings.
Responsible for the continuous evolution of the data-driven social media practice and continuous development of the teams involved in delivering social media service.
Maintain a constant awareness of general online trends and conversations related to their overall scope of work, to better deal with opportunities and issues.
Quality Assurance
Consistent implementation of quality assurance measures including but not limited to content calendar quality, adherence to specific turnaround time, thorough monitoring, accurate case handling, quality of humanized responses, and proactive escalation/follow up of issues.
Set service level agreements and conduct quarterly supplier audits across contracted service providers, as well as follow through on individual/team development targets accordingly.
Create, execute and update social media frameworks and training modules designed to keep Service Providers and internal Agency stakeholders updated on social media best practices, platform updates, and trends.
Prepare periodic report on team performance including breakdown of KPIs, performance analysis and action plans.
Ensure the implementation of upskilling training sessions and infuse best practices into all outputs or delivered services.
Qualifications
At least 4-5 years of experience in social media management or in a related field in digital marketing, customer management or public relations
Strong interpersonal communication and analytical skills
Passion for all things social - staying on top of latest trend, platform updates, as well as local nuances of consumer behavior
Strong background in social media platforms
Experience with social media management tools
Highly collaborative and able to meet deadlines
Excellent time management, project management, and organizational skills
Have strong track record in managing and presenting to key stakeholders and clients
Detail oriented, with excellent follow through skills
Experience managing a team on a routine basis
Ability to see the big picture and to strategize best solutions in terms of work delegation
Ability to pro-actively anticipate obstacles and create solutions.
Ability to manage multiple projects simultaneously
Strong cultural curiosity and understanding of current trends and tech
Comfortable with social media crisis management
A fluent English speaker with excellent written skills.
