Social Media Account Manager

As Social Media Account Manager you will be responsible and accountable for the success and delivery of Visualsofts Social service. You will own a portfolio of Social clients and become the go-to key relationship stakeholder for Social. Relationships and client centricity is key as your key objective is to grow your portfolio's return ensuring the Social product/service is innovative, efficient and delivered to the highest possible quality. In this role, you will be the primary bridge between client goals and agency execution, translating big-picture business objectives into high-impact social media.

The Social Account Manager will lead and ensure implementation of the client portfolio across all relevant platforms to the product/service, constantly delivering ROI. By utilising the latest ‘best in class’ technology and leveraging partnerships to drive excellence the Social Account Manager will put the client first reacting and adapting when required with a strategic mindset.

Strategy and impeccable execution is key to the role, ensuring that clients benefit from the Social service and have a clear and transparent view of the work carried out.

Main Duties & Responsibilities

Account Strategy & Leadership

• Develop and oversee comprehensive, multi-channel social media strategies tailored to client brand goals, target audiences, and KPIs.
• Guide the integration of organic social, paid social, creator/influencer programs, and community management into cohesive client roadmaps.
• Analyse campaign data and social analytics to report performance, deliver actionable insights, and optimise future strategies.

Client Portfolio Relationship

• Lead day-to-day high-level client interactions, acting as a trusted advisor and strategic lead across assigned accounts.
• Ensure client satisfaction, high retention rates, and account profitability by consistently delivering exceptional output and ROI.
• Identify organic account expansion opportunities (upsells and cross-sells) and participate in pitch presentations for new business.

Portfolio Retention

• By utilising your relationship with your portfolio ensure client retention is at an all time high and best in class.
• Oversee workflow allocation, project timelines, and quality control across all account deliverables.
• Facilitate seamless collaboration across internal teams.
• Continuously strive to produce the highest results for Visualsoft clients via Social.
• Take full ownership and accountability for all results, implementing change where required to improve.

Client Happiness

• Measured by Net Promoter Score (NPS), utilise your relationship and generation of results to ensure NPS is constantly high.
• Client Satisfaction Surveys (CSAT) will be conducted at all available touch points, as Social Account Manager it is imperative that your client portfolio gives positive responses.
• When NPS or CSAT scores are not as desired, appropriate action must be taken leveraging your relationship and the work Visualsoft carries out

Client Ownership

• Devise and own best in class Social strategies of your portfolio of clients.
• Ensure positive and negative results are shared across the business with relevant key stakeholders to benefit other client portfolios.
• Implement industry leading strategies, even first to market where beneficial.

Department KPIs

• Align goals to business overarching goals/objectives.
• Support the departmental goals. Develop and agree on and achieve set objectives.

Personal Development

• Identify and agree personal development needs, and take actions to address these.

Requirements

• Experience in Social Media marketing or digital strategy, with experience in an agency account management or team lead role.
• Extensive proven experience either agency or client side specialising in Social.
• Deep understanding of major platforms (Meta, TikTok, LinkedIn, Pinterest) and other emerging social channels such as Reddit.
• Proven expertise in external Social platforms and tools, analytics, forecasting and measurement.
• Proficiency with social listening, analytics, and management tools (e.g., Sprout Social, Hootsuite, Sprinklr, Google Analytics).
• Experience in building and executing Social strategies, whether in-house or for clients.
• Proven track record of managing and mentoring direct reports in a fast-paced environment.
• Working to tight deadlines as a team and as an individual.
• Client-facing experience at a senior level.
• Exceptional verbal, written, and presentation skills with experience pitching to marketing leads and stakeholders.
• Analytical and data driven.

Desirable

• Experience in ecommerce
• Experience in other digital media channels
• Google Data Studio
• Attribution
• Google Tag Manager

Core Competences, Skills and Personal Attributes

• Confident in both written and spoken communication with the ability to present to, and engage, audiences
• Great organisation skills, accuracy and attention to detail
• Be able to work as part of a team as well as using own initiative
• ‘Self-motivated’ with an ability to demonstrate a can-do approach
• Demonstrate complete control of client portfolio with relationships that don't just enable strategy, they enable the clients success.
• Forward thinking to be in front of the industry, Alphas and Betas with AB/Testing, results to be shared and used to inform strategy improvements. Implement client plans that link back to business and marketing objectives.
• Ability to navigate complex account or business decisions that demonstrates a level of total autonomy when it comes to client business. Through the trusted relationship with clients, facilitate the conversation that mitigates any risk to client business. Clearly articulate next steps and follow through on suggestions.
• Ability to assimilate complex information and relay it to clients in an effective and understandable way that demonstrates complete control over their account whilst involving them in the decision making process. Ability navigate different ways of communication depending on client requirements and needs
• Proactive ownership of client financials and how that relates to VS commercials. Client Margin, Client Revenue, Client costs, Client Overheads, Direct ROI, Overall ROI, Cross Channel attribution, displayed cross channel collab..
• Demonstrated that you are accountable for both client and teams performance, highlighting ways to enhance both and act on underperformance. Clearly communicate next steps on performance improvement to clients.
• Constant track record of displayed VS values and proven track record of enabling these throughout the team and company
• Help lead personal development suggestions with an idea of where you would like to develop further and acquire new skills. Suggest training to your line manager that may help you achieve these goals
• Expert in chosen specialism and the goto for marketing execs and account directors.

Benefits

• Competitive basic salary with great progression options
• Unlimited paid holidays - yes, that's not a typo!
• Hybrid working
• Medicash Cash Plan – covering everything from medical support, massages, optical, dental, a discounts platform, and extras like SkinVision and digital physiotherapy. Cash back up to £995 per year, completely paid for by us!
• Employee Assistance Programme – access to Vivup for mental health support, financial guidance, and wellbeing resources
• Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
• A high-performance MacBook
• VS Perks, have a monthly treat on us; from Amazon vouchers, PlayStation credits, ASOS, H&M to Just Eat, there's something for everyone!
• Free daily breakfast, fruit, hot and cold drinks and protein shakes
• Weekly free brunch and lunch
• Friday afternoon drinks to wind down for the weekend
• Pension scheme to help you save for the future
• Cycle to work scheme
• EV Car scheme
• Discounts across our brands
• Regular team social events
• Training & development

Our Values

We champion our clients

We believe in every retailer's potential to succeed online and celebrate each milestone of their journey with them.

We are one team

We believe in the power of collaboration - within our teams and with our clients. Together, there’s nothing we can’t achieve.

We create change

The future of eCommerce is always evolving. Where others see uncertainty, we see an opportunity to lead.

We care about what matters

We are committed to making the world a little brighter and doing what’s best for our people, our community, and our planet.

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce agencies, we’d love to hear from you.

A little formality… by applying, you implicitly consent to us processing your personal data for review for this vacancy only.

Talent Hunter Referral Bounty - £250

Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspective.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.