Social Media Manager - Social Listening Intelligence

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Regular

English (Required)

1st shift (United States of America)

In accordance with Truist in-office policy, this role will be in-office 5 days/week.

The Social Media Manager - Social Listening Intelligence supports enterprise social listening, monitoring, and reputation management activities by tracking online conversations, identifying emerging issues, and delivering timely insights to internal stakeholders. This role helps maintain awareness of social, digital, news, and online conversations that may impact the organization's reputation, client experience, operations, or brand.

Working closely with marketing, communications, social care, cyber, and other internal stakeholders, the social media manager assists with ongoing monitoring efforts, incident support, reporting, and analysis. The role uses social listening and intelligence platforms to identify trends, monitor sentiment, support crisis response activities, and provide data-driven insights that help stakeholders make informed decisions.

• Monitor social media platforms, online communities, review sites, etc. for brand mentions, client feedback, industry developments, and emerging issues.
• Support enterprise incident monitoring efforts by tracking conversations, gathering intelligence, and providing updates during incidents and high-profile events.
• Analyze social and digital data to identify trends, sentiment shifts, client concerns, and potential reputational risks.
• Assist in the development and maintenance of monitoring dashboards, reports, alerts, and listening queries.
• Compile and distribute recurring reporting on brand sentiment, conversation volume, emerging topics, and key monitoring metrics.
• Escalate identified issues and trends according to established monitoring and incident management procedures.
• Partner with internal stakeholders to provide monitoring support, research, and intelligence related to business initiatives, campaigns, and reputation concerns.
• Conduct ad-hoc analyses and research to support communications, marketing, client experience, and risk management efforts.
• Maintain and optimize listening taxonomies, keyword searches, and monitoring workflows within social listening platforms.
• Support the documentation of monitoring procedures, best practices, and operational processes.
• Ability to be available after-hours and on weekends for crisis and incidents or ad-hoc needs periodically.

• Proactively identifies relevant conversations and emerging issues.
• Delivers timely, accurate, and actionable monitoring insights.
• Maintains strong attention to detail while managing high volumes of information.
• Effectively supports stakeholders during crisis and elevated monitoring situations.
• Demonstrates expertise in social listening platforms and monitoring methodologies.

• Bachelor's degree in Marketing, Communications, Business Administration or related field, or equivalent education and related training
• Seven years of related experience or an equivalent combination of education and experience
• Deep specialized (SME) and/or broad knowledge within the marketing social media and influencer marketing discipline
• Sound and comprehensive understanding of business and organizational strategies and processes managing a process
• Ability to interpret internal and external business challenges and implement best practices to improve products, processes, or services
• Ability to lead projects of significant complexity and risk exposure, in…