Agency:
FleishmanHillard
Job Function:
Communications and PR
Job Subfunction:
Public Relations
Job Description:
Managing Supervisor, Social Care Lead & Digital
Contract, 15+ hours per week
Overview
FleishmanHillard is seeking a Managing Supervisor, on a contract basis (15+ hours per week), to lead social care strategy, digital operations, and chat marketing programs for Fortune 500 clients with an emphasis on the automotive industry. This position is an excellent opportunity for an experienced digital and customer care strategist to develop integrated care strategies, provide strategic counsel to clients, lead chat initiatives, and drive innovation in approach to customer engagement. In this role, this team member will serve as the day-to-day client lead, setting direction and ensuring alignment with business objectives.
FleishmanHillard values the importance of impact and inclusion to strengthen the bonds between us, grow our people and create spaces for everyone to thrive. We stay true to our commitment to our people and the communities in which we live and work. As part of our ongoing effort to be the world’s most inclusive agency, we are committed to seeking candidates who possess and demonstrate a profound interest in furthering our impact and inclusion goals.
Responsibilities
Digital Care & Chat Marketing
Serve as day-to-day lead managing client relationships and ensuring alignment between FleishmanHillard’s work and clients’ business goals through ongoing engagement and strategic counsel
Demonstrate deep expertise in running digital care and chat programs, overseeing operational priorities, advisor development, marketing approach, and platform optimization elements
Oversee projects from conception through execution, delegating tasks, managing deadlines, and triaging client requests while ensuring deliverables meet client expectations
Coordinate with tools representatives and technical teams on client requests and deliverables
Provide strategic recommendations on chat program marketing, optimization, and performance grounded in industry expertise, competitive benchmarking, and research-driven insights
Conduct and oversee quality audits, classifier reviews, and performance assessments to inform strategy for care programs
Support and oversee research initiatives and presentation development and delivery, including areas such as the social and digital landscape, industry best practices, and competitor benchmarking
Qualifications
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) to develop strategies and drive performance
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 to develop strategic business recommendations
Experience with applying quality assurance, auditing, and performance optimization to inform strategic direction
Demonstrated thought leadership in researching emerging platforms and digital behaviors, developing strategic points of view that guide client evolution
Strong track record of successfully counseling clients on social media strategy, platform capabilities, digital trends, and optimization to meet business objectives
Proven project management and team leadership experience with ability to coordinate timelines, delegate effectively, and manage accountability
Experience in advisor development, training initiatives, and performance optimization
Excellent written…