Associate Program Manager

Associate Program Manager

Posted Today by eTeam

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Negotiable
Undetermined
Undetermined
London Area, United Kingdom
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Business Acumen Copywriting Global Leadership Management Multitasking Project Management Public Relations Social Listening Social Media Social Networks Stakeholder Management TikTok

Summary: The Associate Program Manager role in London focuses on managing social media interactions, particularly in response to influencer and viral posts, while ensuring alignment with customer care policies. The position requires collaboration with marketing and communications teams, as well as managing brand crises on social media. The ideal candidate will have experience in social media community management and project management, with strong communication skills and the ability to thrive in a fast-paced environment.

Key Responsibilities:

  • Monitor social media for influencer and viral posts and respond to customer care or negative posts using Sprinklr.
  • Understand customer care policies and processes.
  • Liaise with Marketing and Comms on replies to influencer and viral posts.
  • Manage key stakeholder conversations with senior global leadership.
  • Handle various aspects of brand crises on social media, including social listening and reporting.
  • Work with stakeholders across the US, UK, Ireland, India, and Australia.
  • Assist in training and onboarding new team members.

Key Skills:

  • Minimum of 2 years of experience in social media community management.
  • 4+ years of experience managing social media for a large brand.
  • Proven project management skills in a fast-paced environment.
  • Bachelor's degree in Communications, Social Media, or Public Relations.
  • Proficiency in Sprinklr and Brandwatch.
  • Strong stakeholder management and influencer management skills.
  • Experience in managing brands and crises on social media.
  • Excellent verbal and written communication skills.
  • Customer focus and empathy.
  • Problem-solving abilities and proactive work ethic.
  • Highly organized with multitasking capabilities.
  • Understanding of engagement elements across popular social networks.
  • Ability to de-escalate negative engagements.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other

Detailed Description From Employer:

Title: United Kingdom-Associate Program Manager

Work Location: London

Contract: 24/11/2025 to 23/05/2026

About the Role

What You'll Do

  • Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via social media tool, Sprinklr, as well as occasionally natively monitoring platforms
  • Understand the full spectrum of customer care policies and processes
  • Liaison with Marketing and Comms on replies to influencer and viral posts
  • Bring an elevated lens of Marketing/Comms to customer care world
  • Manage key stakeholder conversations with senior level global leadership
  • Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
  • Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia
  • Assist in training and onboarding new team members on processes and ways of working

Basic Qualifications

  • Minimum of 2 years of prior work experience, preferably in social media community management or related field

Preferred Qualifications / Experience

  • 4+ years of social media community management for a large brand with diverse issues
  • Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
  • Ability to thrive in an ambiguous and flexible work environment
  • Bachelor's degree, preferably in Communications, Social Media or Public Relations
  • Social Listening and Software Proficiency in Sprinklr & Brandwatch
  • Understand intuitively what has the propensity to go viral and create brand crises
  • Proficient stakeholder management skills
  • Influencer management experience
  • Previous experience managing Brands and Crisis in Social Media
  • Customer care operations experience
  • Strong communicator (both verbal and written); creative copy writing skills
  • Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media
  • Problem solver - Desire to address complex problems without hesitation
  • Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
  • Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
  • Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
  • Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users
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