Job Description

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse. Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work. The Senior Community Manager (CM) is the face of the brands they manage on social media. This role requires managing communication in both directions: engaging with consumers and collaborating with the business. The ideal candidate will be digital-savvy and responsible for publishing, scheduling, creating, and overseeing communications across Key Operations' social media platforms. The Senior CM will stay up to date with the latest social media trends and executions, aligning these with brand and client marketing strategies. Data-driven insights are integral to this role, as the Senior CM will work closely with analysts to glean meaningful conversations and community insights. They will also handle data cleaning, exporting, and management, guiding mid-level CMs through these processes. Across the pages they manage, the Senior CM will deliver best-in-class customer service, ensuring all consumer queries via social media are addressed effectively. They will work alongside response agents to close and log these interactions efficiently. As a senior member of the team, they will assist, train, and guide the community management team in day-to-day activities, including onboarding new Social Listening & Engagement (SL&E) team members. Key Responsibilities and Tasks:

Team Support and Leadership: Provide support to junior team members. Assist the team leader in managing the community management (CM) team. Train and onboard new SL&E CM team members.

Social Media Management: Manage all social media platforms for the assigned brands. Create and execute content strategies. Proactively identify opportunities for organic content. Publish and schedule content across platforms. Conceptualize and create content for special days and ad hoc events. Develop social copy decks for the paid media team.

Live Event Support: Provide live event coverage for brands and clients as needed.

Data and Analytics: Export clean, accurate data from Sprinklr for the analytics team. Perform data cleaning and management for inbound conversation data. Tag inbound conversations effectively for reporting and analysis. Maintain datasheets for assigned brands. Share detailed community insights with analysts.

Content Reporting and Research: Create content reports using tools and platform data. Conduct weekly research to identify social media trends.

Quality and Attention to Detail: Maintain impeccable attention to detail; spelling errors are non-negotiable.

Tools and Platform Expertise: Demonstrate in-depth knowledge of Sprinklr, Facebook, Twitter, Instagram, and YouTube.

Client Relationship Management: Build and maintain strong relationships with clients. Deliver effective presentations when required. Key Skills and Qualities: Strong communication and leadership abilities. Proven experience in managing social media platforms. Ability to identify content opportunities and trends proactively. Data-driven mindset with experience in cleaning and managing social media data. Excellent attention to detail and organizational skills. Ability to guide and train junior team members effectively. Proficiency in social media tools like Sprinklr. #LI-EMEA

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization--creators, doers, innovators, makers, and thinkers--who drive not just marketing, but meaningful experiences that resonate in every action and interaction. VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X. When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.