Digital & Social Listening Manager
23 hours ago
Orlando
The Manager of the Digital Listening Center (DLC) will lead the development and execution of an enterprise-wide digital and social media listening strategy. This role is responsible for transforming digital data into meaningful insights that inform brand strategy, service design, and stakeholder-focused decision-making. The ideal candidate is a data-driven strategist who excels at interpreting complex datasets and translating them into clear, actionable recommendations. This is a high-visibility role requiring proactive intelligence gathering, strong cross-functional collaboration, and the ability to synthesize nuanced digital signals. The position reports to senior leadership within the Reputation Management function. Key Responsibilities Strategic Program Development • Build and implement a comprehensive digital and social media listening strategy from the ground up., • Launch and operationalize a centralized Digital Listening Center (DLC), including infrastructure, workflows, and reporting frameworks., • Manage relationships with listening platform vendors and ensure platform configurations meet organizational needs., • Monitor public response to campaigns, product/service launches, and media coverage to measure impact and optimize messaging., • Analyze sentiment, share of voice, conversation drivers, and emerging trends to generate actionable insights., • Produce recurring and ad-hoc reports for cross-functional stakeholders., • Benchmark brand reputation and audience perception against competitors and industry standards., • Translate digital signals (social media, reviews, forums, news, etc.) into predictive insights that support enterprise strategy, brand health, and customer experience., • Develop a consolidated dashboard that surfaces key indicators such as consumer sentiment, brand mentions, competitive activity, and early-warning issues., • Support the strategic vision set by senior leaders within Omnichannel Strategy and Reputation Management., • Participate in an on-call rotation (evenings, weekends, holidays) to ensure continuous monitoring and timely issue escalation., • Oversee daily DLC operations, including real-time monitoring, triage, and escalation of reputational or operational risks., • Deep familiarity with the digital landscape, including:, • Social media service recovery and reputation management best practices, • Third-party review platforms, • Social listening and reputation management tools (e.g., Meltwater, Sprout, Press Ganey, Dataminr), • Major social media platforms: Facebook, X, Instagram, YouTube, Pinterest, LinkedIn, TikTok, Reddit, and emerging channels, • Strong understanding and practical use of AI in digital analysis., • Ability to remain composed under pressure and manage sensitive or emotionally charged content with professionalism., • Proven track record managing multiple large-scale projects in a fast-paced environment with competing priorities., • Advanced analytical skills with the ability to interpret and simplify complex data for diverse audiences., • Exceptional written and verbal communication skills, including experience presenting to senior and executive stakeholders., • Knowledge of crisis and emergency communication protocols., • Bachelor’s degree in Marketing, Business, Communications, Public Relations, or a related field., • 7+ years of experience in relevant digital, communications, or analytics fields., • 5+ years of experience managing enterprise-level listening tools and platforms., • 3+ years of leadership experience, including team management or cross-functional project leadership.