Senior Manager, Social Media

Job Description

Candidates located in or near Tampa, Chicago, Dearborn, and Charlotte are highly encouraged to apply. Please provide links to social media accounts, campaigns, or content initiatives you’ve led, including examples that demonstrate enterprise strategy, community management, influencer execution, integrated marketing campaigns, or measurable business outcomes. Portfolios and case studies highlighting your impact are strongly encouraged.

As The Enterprise Senior Manager, Social Media, You Will:

• Define channel strategies, editorial frameworks, governance models, and performance standards that ensure consistency, scalability, and measurable business impact.
• Partner cross-functionally with Integrated Marketing, Brand, Media, PR, Analytics, Paid Media, and Content teams to align enterprise priorities with cohesive social and content strategies.
• Lead agency and partner management, including strategic direction, governance, performance expectations, accountability, and optimization.
• Oversee enterprise community management and moderation, including customer care triage and escalation support during high-risk or time-sensitive situations.
• Expand and modernize social media capabilities and governance for field agents and distributed teams to support scalable, compliant local activation.
• Drive innovation through AI-enabled content workflows, social listening, SEO-informed optimization, and MarTech integrations including Sprinklr, Salesforce Marketing Cloud, Adobe tools, Jasper AI, and Canva.
• Translate performance insights into executive-level recommendations, reporting narratives, and strategic business actions.

Key Responsibilities

• Enterprise Social Media Strategy & Channel Management
  • Define and evolve enterprise-wide social media strategy across all channels.
  • Establish channel objectives, growth strategies, audience engagement plans, and KPI frameworks.
  • Guide expansion into emerging platforms while aligning social initiatives with broader brand and integrated marketing priorities.
  • Develop executive-level reporting, insights, and performance narratives tied to enterprise business objectives.
  • Participate in after-hours social monitoring and escalation management when necessary.
• Governance, Performance & Optimization
  • Establish standards for planning, taxonomy, tagging, reporting, governance, and brand safety.
  • Translate social performance insights into actionable business recommendations and optimization strategies.
  • Ensure compliance with enterprise social policies, moderation standards, and operational guidelines.
  • Partner with analytics and paid media teams to align cross-channel measurement and performance optimization.
• AI-Platforms & Marketing Technology
  • Lead AI-enabled content workflows, automation initiatives, and content supply chain optimization.
  • Oversee social listening platforms, dashboards, analytics, and reporting frameworks.
  • Partner on Salesforce Marketing Cloud integrations and lifecycle marketing alignment.
  • Ensure responsible and effective use of AI and automation technologies across the social ecosystem.
• Influencer & Creator Strategy
  • Own enterprise influencer and creator strategy.
  • Lead the transition of influencer programs in-house.
  • Establish governance, KPIs, agency standards, and performance evaluation processes.
  • Evaluate influencer, creator, and agency partner effectiveness to ensure measurable business impact.
• Leadership Responsibilities
  • Provide leadership, coaching, and strategic direction to professionals supporting social media strategy and execution.
  • Lead and influence cross-functional stakeholders across a highly matrixed organization.
  • Foster a culture of innovation, accountability, collaboration, and continuous improvement.

Required Qualifications

• Education: Bachelor’s degree in Marketing, Advertising, Business Administration, Communications, or a related field, or equivalent industry experience.
• Experience: 7+ years of progressive experience leading enterprise-level social media and content strategy for a large, complex brand.
• Demonstrated experience defining channel-level strategy across multiple social platforms.
• Experience managing and influencing agency partners.
• Working knowledge of Sprinklr, including publishing, listening, and reporting.
• Understanding of Salesforce Marketing Cloud and lifecycle marketing.
• Experience leveraging AI-enabled tools and modern content workflows.

Preferred Qualifications

• Experience building or transforming in-house social media capabilities.
• Experience operating in highly regulated or brand-sensitive environments.
• Familiarity with emerging platforms and creator economy best practices.
• Experience building or transforming in-house social media capabilities.
• Experience operating in highly regulated or brand-sensitive environments.
• Familiarity with emerging platforms and creator economy best practices.
• Experience supporting distributed teams, field organizations, or agent networks.

Work Environment

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team-building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Important Note

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

Who We Are

Become a part of something bigger. The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America. By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

What You Bring

• Proven experience leading enterprise social and content strategy within a large organization or agency environment.
• Deep expertise in editorial planning, integrated campaigns, and social performance optimization.
• Experience leading community management, moderation, and customer care escalation workflows.
• Strong understanding of SEO fundamentals, analytics frameworks, AI-enabled content operations, and social performance optimization.
• Ability to influence senior stakeholders and operate effectively in a highly matrixed organization.
• Demonstrated success connecting social strategy to measurable business outcomes, including engagement, brand growth, acquisition, retention, and performance improvement.

Work Environment

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team-building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Important Note

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.