Social Media Manager - Social Listening Intelligence

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Regular or Temporary: Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

Please review the following job description:

In accordance with Truist in-office policy, this role will be in-office 5 days/week.

The Social Media Manager - Social Listening Intelligence supports enterprise social listening, monitoring, and reputation management activities by tracking online conversations, identifying emerging issues, and delivering timely insights to internal stakeholders. This role helps maintain awareness of social, digital, news, and online conversations that may impact the organization's reputation, client experience, operations, or brand.

Working closely with marketing, communications, social care, cyber, and other internal stakeholders, the social media manager assists with ongoing monitoring efforts, incident support, reporting, and analysis. The role uses social listening and intelligence platforms to identify trends, monitor sentiment, support crisis response activities, and provide data-driven insights that help stakeholders make informed decisions.

Key Responsibilities

• Monitor social media platforms, online communities, review sites, etc. for brand mentions, client feedback, industry developments, and emerging issues.

• Support enterprise incident monitoring efforts by tracking conversations, gathering intelligence, and providing updates during incidents and high-profile events.

• Analyze social and digital data to identify trends, sentiment shifts, client concerns, and potential reputational risks.

• Assist in the development and maintenance of monitoring dashboards, reports, alerts, and listening queries.

• Compile and distribute recurring reporting on brand sentiment, conversation volume, emerging topics, and key monitoring metrics.

• Escalate identified issues and trends according to established monitoring and incident management procedures.

• Partner with internal stakeholders to provide monitoring support, research, and intelligence related to business initiatives, campaigns, and reputation concerns.

• Conduct ad-hoc analyses and research to support communications, marketing, client experience, and risk management efforts.

• Maintain and optimize listening taxonomies, keyword searches, and monitoring workflows within social listening platforms.

• Support the documentation of monitoring procedures, best practices, and operational processes.

• Ability to be available after-hours and on weekends for crisis and incidents or ad-hoc needs periodically.

Success Factors

• Proactively identifies relevant conversations and emerging issues.

• Delivers timely, accurate, and actionable monitoring insights.

• Maintains strong attention to detail while managing high volumes of information.

• Effectively supports stakeholders during crisis and elevated monitoring situations.

• Demonstrates expertise in social listening platforms and monitoring methodologies.

Required Qualifications: (The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

1. Bachelor’s degree in Marketing, Communications, Business Administration or related field, or equivalent education and related training

2. Seven years of related experience or an equivalent combination of education and experience

3. Deep specialized (SME) and/or broad knowledge within the marketing social media and influencer marketing discipline

4. Sound and comprehensive understanding of business and organizational strategies and processes managing a process

5. Ability to interpret internal and external business challenges and implement best practices to improve products, processes, or services

6. Ability to lead projects of significant complexity and risk exposure, in addition to leading a team of professionals

7. Ability to exercise independent judgment in solving technical, operational, and organizational challenges in the context of business objectives and priorities

8. Sophisticated analytical skills and the ability to solve complex technical and business problems

9. Ability to influence others to adopt a new perspective

10. Knowledge of the industry's competitive landscape and an understanding of the market and regulatory factors that shape the industry.

11. Expertise with social media channels including Facebook, Instagram, Pinterest, LinkedIn, SnapChat, YouTube, etc.

Preferred Qualifications

• Experience using social listening and intelligence platforms such as:

  • Sprinklr Insights
  • NetBase Quid
  • Brandwatch
  • Talkwalker
  • Meltwater
  • Dataminr
  • Other social listening, media monitoring, or digital intelligence tools

• Experience supporting crisis monitoring, reputation management, or incident response activities.

• Familiarity with sentiment analysis, social media analytics, and digital reporting methodologies.

• Knowledge of social media platforms, emerging digital trends, and online customer engagement practices.

• Experience creating dashboards, reports, and presentations using social intelligence data.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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