Social Media Listening Manager (Marketing Manager) to monitor and analyze digital conversations

Our financial services client is seeking a Social Media Listening Manager to monitor and analyze digital conversations using Sprinklr, Brandwatch, and Synthesio

Role Title: Social Media Listening Manager

Line of Business: Brand, Design, Social, and Sponsorship

Duration: 14 months

Location: Remote

Hours: 9am-5pm local time (open to applicants from any province)

OT requirements: may be on call over weekend on rotational basis with other team members (only after 6 months of employment)

Office location: Remote, any province

Role Mandate:

The Social Media Intelligence team is looking to fill a Social Listening role during a current team member’s maternity leave. The successful candidate will report to the Senior Manager, Social Media Intelligence, and will be accountable for monitoring and reporting on customer and competitor activity across key platforms including the bank's and competitors’ social media communities, developing and communicating insights and recommendations derived from social media data and developing custom solutions and reports to address the operational needs of a variety of diverse business functions. The role comes with a high degree of visibility and works closely with cross-functional teams. This is an excellent opportunity for an individual with marketing and analytics experience, strategic thinking skills, and the ability to work in the constantly evolving world of Social Media.

Team Structure:

Broader team of 12 members with highly collaborative work. This role will also require initiative and ability to work independently as they support stakeholders across the bank.

Must Have Skills:

• 3+ years of relevant experience in social listening, social intelligence, digital analytics, or insights roles (THIS MUST BE SPECIFIC TO SOCIAL MEDIA)
• Postsecondary degree in any field
• Deep understanding of the digital & social media landscape
• Experience with social media reporting tools such as Sprinklr, Brand watch, Synthesio, etc.
• Strong data mining skills with an analytical mindset
• Ability to translate data into clear insights
• Highly organized with the ability to manage multiple deliverables simultaneously
• Strong collaboration and communication skills
• Strong writing skills
• Comfortability within virtual environment
• Ability to work independently, taking initiative, triaging, and escalating as needed

Nice to Have Skills:

• Previous FI experience
• Bilingual French/English
• Relevant postsecondary

Role Responsibilities:

Social Listening & Monitoring (40%)

• Build, maintain, and optimize social listening queries, dashboards and alerts
• Monitor brand, competitor, and industry conversations across social platforms
• Identify emerging narratives, spikes, and reputational risks, flag trends with appropriate urgency and context.

Insights & Reporting (40%)

• Produce recurring reporting (weekly/monthly) on conversation volume, sentiment drivers, themes, and share of voice
• Support ad-hoc requests during events, campaigns, crises, announcements, or issues—rapid-turn analysis when needed
• Contributing to regular scorecards for social media initiatives
• Deliver actionable insights, not just metrics—connecting what’s happening online to business impact and recommendations

Tools, Processes & Governance (20%)

• Manage dashboards, alerts, tagging frameworks, and automation within listening platform (s)
• Maintain documentation, activity logs and process documentation to ensure accuracy, consistency, and continuity across deliverables
• Ensuring that reports and other important records are stored and organized within the appropriate knowledge and information repositories, including OneDrive and SharePoint sites
• Emergency/on-call support – Participating in the emergency/on-call support rotation schedule.
• Identify opportunities to enhance efficiency, scale, and capability across the social intelligence program

WHAT SUCCESS LOOKS LIKE

• Consistent delivery of timely and relevant reports, dashboards and insights
• Self-starter with a proactive, test-and-learn mindset
• Comfortable working in a virtual team environment
• Improved performance through ongoing building, learning, and optimization

WORKING MODEL

• Embedded within the Enterprise Social Media Team, with close collaboration across marketing, lines of business, and corporate communications team
• Operates with a structured reporting cadence for weekly, monthly and quarterly reports, along with unstructured need-based reporting
• Remote work opportunity – anywhere in Canada

Interviews:

• 1 round (1hr 30 min,) composed of 30 minutes each with HM, current team member, and one up manager.