Social Media Product Manager

Job Type

Full Time

Published

10/12/2018

Address

10 Guest Street
Boston
Massachusetts
02135
United States

Description

Department Overview

The Contributor Development Partnership (CDP) is able to leverage the resources, expertise and infrastructure of Membership Marketing and Development at WGBH along with collected data from its 230+ member stations to develop, administer and support analysis, marketing/fundraising, and member engagement programs that not only strengthen local stations, but the public broadcast system as a whole. The CDP provides outsourced marketing and development services to PBS and NPR affiliate stations around the country.


Position Overview

Under supervision of the CDP Director, the Social Media Product Manager will be responsible for the development, coordination, management and associated client service related to a suite of services offered thru social media management software, Sprinklr, to public media stations. Integral to the acceleration of the platform as a multi-station management platform, including key integrations with platforms, systems and technologies. This position would work with individual stations to understand their work on social media using the new analytics and reporting tools from Sprinklr, as well as identifying and helping each team use the software to connect and collaborate. 


Essential Functions: 

Under supervision of the CDP Director, the Social Media Product Manager will be responsible for the development, coordination, management and associated client service related to a suite of services offered thru social media management software, Sprinklr, to public media stations. Integral to the acceleration of the platform as a multi-station management platform, including key integrations with platforms, systems and technologies. This position would work with individual stations to understand their work on social media using the new analytics and reporting tools from Sprinklr, as well as identifying and helping each team use the software to connect and collaborate. 


Essential Functions: 


50% Product Management: 

• Build CDP Sprinklr Workspace and any additional Workspaces as required 

• Build reporting and listening templates for stations 

• Run analysis on social success and follow up with stations to review 

• Create and build audience lists and lead the effort to target content and engage with specific audiences for stations 

• Maintain listening topics and mentions caps 

• Crisis identification and management for stations based on listening data 

• Manage user tickets and requests 

• Liaise with Sprinklr Success Manager on standing tickets, feature requests and escalations 

• Work with WGBH Sprinklr Admin on workspace management and social governance 

• Work with WGBH’s Station Relations on curation of social content for stations 

• Act as main liaison between stations and social ad agency running marketing campaigns on behalf of stations, for Passport, tune-in, pledge and other social priorities 

• Lead integration efforts such as with Salesforce systems or Workday changes 


40% Client Relations/Marketing: 

• Train and support station users on all tiers of service 

• Using developed reports and analysis, create recommendations for social optimization at station clients 

• Write reports, create presentations and manage webinars about cross-unit lessons from Sprinklr data 

• Communicate to stations any new changes, updates or bugs 

• Help develop a community of Sprinklr users promoting sharing of ideas and best practices 


10% Other duties: 

• Associated administration of client/vendor billing, contracts, etc 

• Development of and or social support of current and/or future CDP Services 

• Attendance and development of related presentations for various Public Media conferences annually


Skills Required

• Strong Interest or Background in Social Media Marketing. 

• Self-starter with a passion for Social Media and the drive to grow a suite of services in this channel. 

• Previous experience with Sprinklr is preferred. 

• Background or interest in fundraising or non-profit communications/marketing preferred 

• Experience with client service/communication required. 

• Strong interpersonal skills and ability to build and maintain strong relationships with constituents and vendors 

• Must be highly organized, task and detail-oriented and possess a strong administrative skill set. 

• Adept at managing multiple projects, clients and deadlines with a focus on process adherence and enhancement. 

• Must also be able to work well under pressure and with minimal supervision 

• Excellent work ethic and professionalism are required. 

• Must be flexible as client/priorities change quickly'


Educational Requirements

Bachelor's Degree preferred


Professional Level

None specified

Minimum Education Required

4-year degree


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