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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading social care strategy and digital operations, with a strong focus on client relationship management and performance optimization across various social media platforms. Proven ability to conduct market analysis and deliver strategic recommendations to enhance digital customer care initiatives.
Highest-signal resume keywords
Social Media ManagementClient AdvisoryDigital Customer Care OperationsProject ManagementPerformance Optimization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Social Media StrategyDigital MarketingQuality AssurancePerformance ReportingCompetitive BenchmarkingCommunity ManagementAdvisor DevelopmentTraining InitiativesMarket AnalysisStrategic Presentations
Soft Skills
Excellent Communication SkillsClient Relationship ManagementLeadershipStrategic ThinkingTeam Collaboration
Tools & Technologies
Sprout SocialBrandwatchSprinklrSocial Listening ToolsAnalytics Platforms
Industry Keywords
Automotive IndustryDigital CommunicationsSocial CareEmerging PlatformsDigital Trends
About the role
Key responsibilities & impact- Lead social care strategy, digital operations, and chat marketing programs for Fortune 500 clients, with emphasis on the automotive industry
- Serve as the day-to-day client lead and provide strategic counsel
- Manage client relationships and ensure alignment between agency work and clients’ business goals
- Run digital care and chat programs, overseeing operational priorities, advisor development, marketing approach, and platform optimization
- Oversee projects from conception through execution, delegate tasks, manage deadlines, and triage client requests
- Coordinate with tools representatives and technical teams on client requests and deliverables
- Provide strategic recommendations on chat program marketing, optimization, and performance
- Conduct and oversee quality audits, classifier reviews, and performance assessments
- Support and oversee research initiatives and presentation development and delivery
- Research the social and digital landscape, industry best practices, and competitor benchmarking
Requirements
What you’ll need- 7-10 years of professional experience managing social media platforms (Facebook, Instagram, X, TikTok, LinkedIn, YouTube, emerging platforms) on behalf of brands or clients, with demonstrated progression to strategic or leadership roles
- 3+ years of experience in account management, client advisory, strategic consulting, or team leadership within digital communications, social care, or related fields
- Expertise using enterprise social media management tools (Sprout Social, Brandwatch, Sprinklr, or similar)
- Deep experience with digital customer care operations across multiple platforms and community management best practices
- Advanced ability to leverage social listening, analytics, performance reporting, competitive benchmarking and market analysis
- Experience with quality assurance, auditing, and performance optimization
- Demonstrated thought leadership in researching emerging platforms and digital behaviors
- Strong track record counseling clients on social media strategy, platform capabilities, digital trends, and optimization
- Proven project management and team leadership experience
- Experience in advisor development, training initiatives, and performance optimization
- Excellent written and verbal communication skills
- Ability to develop strategic presentations and thought leadership materials
- Proven ability to build and maintain strategic client relationships within complex corporate environments
Benefits
Comp & perks- A range of medical, dental, vision, 401(k) matching, paid time off and/or other benefits
- Flexible scheduling and alternative work arrangements
- Hybrid work model with flexibility and balance
- Inclusive work environment and in-person collaboration opportunities