Enterpirse Social Media Manager

Overview

The Manager, Social Media leads a two-person specialist team and serves as the content strategy and accountability layer for the enterprise social media function. This role oversees content strategy and channel roadmap development across Facebook, Instagram, LinkedIn, X, TikTok, and YouTube, as well as brand ambassador and influencer programs, and stakeholder relationships, while holding the team accountable to governance standards, deadlines, and performance expectations.

The Manager partners directly with the two Social Media Specialists to build and execute against channel roadmaps, drive UGC and influencer strategy, and represent the team’s social content approach to business stakeholders across the organization.

Roles & Responsibilities

Content Strategy & Channel Roadmap Development

• Partner with the two Social Media Specialists to co-develop content strategy for each assigned platform; align on content pillars, messaging priorities, audience segments, and seasonal themes before each calendar cycle begins.
• Build and maintain channel roadmaps across all assigned platforms, including Facebook, Instagram, LinkedIn, X, TikTok, and YouTube; define posting cadence, content format mix, campaign integration points, and platform-specific priorities in collaboration with Specialists based on performance data and audience insights. TikTok and YouTube require dedicated roadmaps given their distinct content formats, production requirements, and audience behavior.
• Lead quarterly roadmap reviews with business stakeholders including institutional marketing, enrollment, and Academic Affairs; present roadmap plans, performance results, and proposed adjustments; incorporate stakeholder priorities and feedback into the following planning cycle.
• Partner with Specialists on ongoing content strategy refinement; use Sprinklr performance data, platform algorithm changes, and audience behavior trends to evolve the strategy continuously rather than on a fixed calendar.
• Work cross-functionally to identify user-generated content (UGC) opportunities across all brands and channels; develop UGC sourcing guidelines, rights and permissions processes, and an approval workflow for publishing UGC across owned properties.
• Identify and evaluate potential influencer partnerships and micro-influencer opportunities relevant to each brand’s audience; assess reach, engagement quality, audience alignment, and brand fit before recommending any partnership.
• Develop and manage brand ambassador programs: define engagement frameworks, posting guidelines, content co-creation processes, compensation or recognition structures, and measurement criteria; coordinate brand ambassador activity to ensure consistency, compliance, and brand safety.
• Bring audience insights, UGC trends, and influencer opportunities into cross-functional planning conversations; surface social-specific opportunities to support broader marketing, enrollment, and brand-building initiatives.

Content Calendar Accountability

• Track the monthly content calendar submission process across all brand segments, confirming that each Specialist has submitted their completed calendar for leadership review by the third Tuesday of each month.
• Send deadline reminders to Specialists in advance of the third Tuesday; escalate if a submission is at risk of being late.
• Conduct a completeness check on each submitted calendar, confirming all required fields, platforms, and approval notes are present, before routing for review.
• Flag gaps, inconsistencies, or missing information back to the responsible Specialist for correction; do not route incomplete submissions upstream.
• Maintain a simple tracking log of submission dates and any late or incomplete calendar events for monthly reporting.

Governance & Process Compliance

• Monitor team adherence to established workflows and governance standards, including approval processes, escalation protocols, disclosure requirements, and Sprinklr usage; flag deviations promptly.
• Serve as the first point of contact when team members have process questions; route them to the correct documentation or workflow rather than creating exceptions.
• Maintain governance documentation, brand voice guides, playbooks, escalation protocols, and approval workflows; keep materials current as processes evolve.
• Track onboarding process completion for new team members, confirming they have reviewed required documentation and completed any training steps.

Sprinklr Platform Administration

• Administer Sprinklr day-to-day across all brands and channels within the permission structure, workflow configurations, and queue routing.
• Confirm that Specialists are using Sprinklr correctly: publishing through the right workflows, routing escalations through the right queues, and operating within their assigned permission levels.
• Monitor platform health; identify and escalate workflow issues, configuration drift, or misuse.
• Serve as the day-to-day Sprinklr support contact for team members and the primary point of contact for vendor support requests.
• Coordinate YouTube channel management with the YouTube contractor, including asset upload workflows, library organization, and channel publishing standards; route upload requests through the contractor per established documentation.

Performance Reporting

• Pull social performance data from Sprinklr and any other designated sources on a monthly cadence; populate established report templates accurately and completely.
• Deliver completed reports to stakeholders within 5 business days of month close, no exceptions.
• Track and include content calendar adherence, Sprinklr SLA compliance, escalation response times, and engagement performance against established benchmarks in each report.
• Flag data anomalies or performance gaps for review; surface the data and let leadership draw conclusions.

Cross-Functional Coordination

• Coordinate review routing for content requiring Legal, Compliance, or Academic Affairs input per established workflows; track approval status and follow up to keep reviews moving on schedule.
• Keep leaders informed of any coordination bottlenecks, delayed approvals, or process breakdowns that require escalation.

Community Discovery & Brand Presence Audit

• Conduct regular audits across all major platforms, including Facebook, Instagram, LinkedIn, X, TikTok, YouTube, Reddit, Discord, and emerging channels, to identify groups, communities, subreddits, and forums where current students, prospective students, or alumni are actively discussing our brands.
• Maintain a running discovery log documenting newly identified communities, including platform, community name, estimated size, primary topics, and sentiment toward the brand.
• Flag newly discovered communities with significant volume, negative sentiment, or brand risk immediately; do not wait for the scheduled reporting cadence.
• Use Sprinklr listening tools to supplement manual discovery audits; expand keyword libraries and platform coverage as new communities are identified.

Extra Points

• Experience with identification and implementation of AI-powered tools, automation workflows, and agent-based solutions that streamline roadmapping, content calendar development, and opportunity identification across assigned channels.
• Hands-on experience building or deploying AI and automation capabilities—including automated trend surfacing, content gap analysis, audience signal monitoring, and UGC and influencer discovery—to meaningfully reduce manual lift and scale the team’s strategic output.

Performance Expectations & KPIs

• Content calendar compliance: 100% of monthly calendars routed for leadership review by the third Tuesday, with zero incomplete submissions passed upstream.
• Channel roadmaps: Delivered and reviewed with stakeholders on a quarterly cadence; no channel operating without a current roadmap on file.
• Content strategy reviews: Conducted quarterly with Specialist input; findings documented and incorporated into the following planning cycle.
• UGC and influencer pipeline: Documented process in place within 90 days of start; active pipeline of vetted candidates maintained on an ongoing basis.
• Reporting cadence: Monthly performance reports delivered within 5 business days of month close, every month.
• Sprinklr compliance: No unresolved workflow deviations or permission issues older than 24 hours.
• Escalation tracking: All governance deviations or process breakdowns logged and reported within the same business day.
• Coordination SLA: All incoming stakeholder requests routed to the correct Specialist within 1 business day of receipt.

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