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Social Media Project Manager, London


The Social Element is not your typical social media agency. Our number one focus is to provide comprehensive business solutions for global clients through genuine human connections driven by data and insights. We use insights to form strategy, then execute across all areas of social, including creative, community management, social listening, reporting, and crisis management. We pride ourselves in having exceptional talent in our business. As the pioneers of social, we stay at the forefront by constantly creating, learning, and guiding.

Our relationships with our clients are true partnerships as we become an extension of their team: trusted, committed, leading.

The Social Production department is responsible for taking care of our clients and executing the very best in class project management of services for their social media channels. We are organised, trusted, inspiring, and we lead our clients, with these attributes, to achieve their goals. 


The Social Media Project Manager supports the Social Production Director in ensuring client projects are delivered according to the strategy and performance KPIs. You will therefore be required to liaise directly with external client representatives and to attend client meetings.  You will also perform operational day-to-day duties on client accounts, issue resolution, and support the Commercial Department with client relationship management. You will be forward thinking and will continually look for ways to find efficiencies by improving established processes and opportunities to improve service delivery. 


Key Accountabilities

  • Overall service delivery on client projects, ensuring efficient and effective delivery of the service lines
  • Creation and maintenance of client project documentation
  • Understanding the services and business models in alignment with overall business goals
  • Managing hours sold on a project against hours delivered to avoid over servicing
  • Ensure strong performance against KPIs (Key Performance Indicators)
  • Efficient delivery of any current or experimental services striving to exceed our clients’ expectations
  • Project managing a full range of service deliverables, creation and management of timelines, monitoring and reporting on progress, and implementation of the service lines


Key Responsibilities

  • Get things done!
  • Simplify workflows and processes where applicable
  • Onboarding new client projects and supporting other Social Producers with project launches as required
  • Quality Assurance (QA) in various forms across all projects - e.g., from checking productivity stats in tools to full QA of service delivery on client projects
  • Supporting the Account Manager/Senior Account Manager with input into the strategic account plans
  • Monitoring and managing team member productivity, ensuring adherence to project guidelines
  • Producing routine client reports providing information and statistics related to productivity levels 
  • Reporting on quality assurance on client projects and attendance 
  • Co-ordinating, drafting and delivering QUI (Quality Improvement) Reports to Account Manager/Senior Account Manager
  • Providing feedback to Resources on all project team selections (research which potential candidates are suitable for each project)
  • Ensuring projects are fully resourced, delivered effectively, on time and within budget
  • Attending client meetings, and providing clients with confident, service focussed recommendations and solutions 
  • Supporting with holiday cover for other Project Managers in the team (may include some unsociable working hours)
  • Concluding end of client project processes
  • Research, articulate, and communicate social media insights and trends to clients and staff
  • Identify and communicate upsell opportunities to the Commercial team
  • Lead clients consultatively, suggesting new features or ways of working that benefit their brand entity and align with the agency strategy
  • Collaborate with service line owners to ensure we deliver best in class
  • Routine reviews every 3 months of SoWs compared to service deliverables, project hours, and connected channels to relevant tools


Experience and/or Education 

  • Previous social media experience, e.g., moderation, engagement and social monitoring, alongside strategy, insights, content, platforms, or tools 
  • Experience of project managing deliverables and leading social media projects 
  • Experience of creating and/or delivering client facing and internal reports 
  • Familiarity with social media data


Skills and personal qualities 

  • Excellent accuracy and attention to detail
  • Logical thinking with creative troubleshooting and problem-solving ability
  • Excellent written and verbal communication skills
  • Excellent organisational, methodical, and time management skills, to meet client and agency deadlines
  • Level of confidence and gravitas when liaising with, and advising, clients
  • Effective relationship building and communication skills
  • Strong project management skills
  • Ability to work under pressure to meet key client deliverables and agency projects
  • Staying up to date with the latest digital technologies, social media trends, and emerging industry practices
  • Strong Excel, PowerPoint, Google Drive and Basecamp skills
  • Strong report writing skills
  • Critical thinker with the ability to realign teams in a matter of minutes
  • Live, breathe, and demonstrate strong project management skills
  • Confident with project managing cross-functional teams


The Social Element values 

Work according to the company values

  • Do it Well
  • Be One Team
  • Do the Right Thing
  • Keep Pioneering
  • Make Them Smile



If all this sounds like you, simply upload your CV and a cover letter (or even better, a link to your cover letter video if you prefer!).


The Social Element is a global social media management agency delivering high-quality, multi-lingual social media management, customer care, social listening, insight, and consultancy. It also offers crisis management training and simulations via its partner brand, Polpeo.

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