Salary: £35,000 - £40,000 per annum (depending on experience)
Location: Canary Wharf, London
Hybrid working: 3 days per week in our Canary Wharf office, 2 days working from home
The Role
Socialbear is looking for an experienced Account Manager to manage and grow a portfolio of Social Media Community Management clients.
This is a client-facing role combining Account Management, Community Management operations and team leadership. You will be responsible for building strong client relationships, overseeing the day-to-day delivery of community management programmes and ensuring our teams consistently deliver against agreed KPIs, SLAs and brand standards.
Experience using Sprinklr or a similar enterprise social media management platform is essential, alongside previous experience managing Community Managers or social media teams.
You will also have a strong eye for operations, ensuring accounts are appropriately resourced, performing effectively and operating within budget.
What the role entails
- Own and manage day-to-day relationships across a portfolio of Community Management clients.
- Lead the delivery of Social Media Community Management programmes across multiple platforms and markets.
- Manage, support and develop teams of Community Managers and Community Executives.
- Set up and manage client workflows within Sprinklr or similar social media management platforms.
- Monitor team performance, quality, response times, engagement and agreed client KPIs.
- Produce and present weekly and monthly client reporting, translating performance data into clear insights and recommendations.
- Lead regular client meetings, performance reviews and strategic conversations.
- Ensure Community Management teams consistently follow client tone of voice, escalation processes and moderation guidelines.
- Coordinate onboarding and training for new clients and Community Management teams.
- Identify emerging trends, risks, engagement opportunities and areas for improvement across client communities.
- Manage account resourcing, utilisation and budgets to ensure projects operate efficiently.
- Work closely with Account Directors to identify opportunities to grow and develop existing client relationships.
- Support the recruitment, training and development of Community Management teams as accounts scale.
To be successful, you will need
- Previous experience in an Account Manager or Senior Account Executive role.
- Experience working within Social Media Community Management.
- Sprinklr experience is essential, or significant experience using a comparable enterprise social media management platform.
- Proven experience managing teams of Community Managers, Social Media Executives or similar roles.
- Strong experience producing and presenting social media and Community Management reporting.
- Confidence managing multiple client relationships and workstreams simultaneously.
- Excellent written and verbal communication skills.
- Strong understanding of social media platforms, online communities, moderation and customer engagement.
- Experience managing KPIs, SLAs, team performance and client budgets.
- Strong organisational and operational skills.
- Agency experience is highly desirable.
About Socialbear
Socialbear is a global leader in AI + Human Consumer Engagement & Intelligence, supporting some of the world's biggest brands across Social Media Community Management and Customer Support.
We combine specialist human teams, technology and AI to help brands manage, understand and engage their digital communities at scale.
- Hybrid working - 2 days per week from home
- Apple MacBook
- Team socials and company events
- Monthly progression and development opportunities
- Canary Wharf office
- Monday to Friday schedule
Work location: Hybrid – Canary Wharf, London
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