Social Media Group Senior Manager

Social Media Group Senior Manager

Truist is seeking a visionary, strategic, and results-oriented Social Media Group Senior Manager to lead and evolve the enterprise social media ecosystem across Consumer Banking, Wealth, Commercial and Wholesale Banking, Enterprise Functions, and Corporate Reputation initiatives.

Reporting to senior marketing leadership, this executive will serve as the architect of an integrated, enterprise-wide social media Center of Excellence (COE), responsible for driving business growth, strengthening brand reputation, deepening client engagement, amplifying thought leadership, and delivering actionable customer and market intelligence.

The Social Media Group Senior Manager will partner closely with our Content, Influencer and Teammate Social Advocacy Centers of Excellence and oversee a connected ecosystem spanning organic social, full-funnel paid social, partnerships social, influencer and creator engagement, community management, social listening and intelligence, governance, risk management, analytics, and performance measurement.

This leader will build strong partnerships across Marketing, Communications, Brand, Digital, Product, Legal, Risk, Compliance, Human Resources, Investor Relations, and Business Segment Leadership while leading a high-performing internal team and external agency ecosystem.

Key Responsibilities

Enterprise Social Media Strategy & Leadership

• Establish and execute Truist's enterprise social media vision, strategy, operating model, and roadmap.
• Lead the Social Media Center of Excellence as a strategic partner to Consumer, Wealth, Wholesale, Commercial, and Enterprise functions.
• Partner closely with Content Experiences, Influencer Marketing and Teammate Social Advocacy leaders to deliver an integrated enterprise content and social ecosystem.
• Develop integrated social media strategies that support enterprise growth, client acquisition, engagement, retention, reputation, and advocacy objectives.
• Align social media priorities to business, brand, and communications strategies across the organization.
• Serve as executive advisor to senior leaders on social media opportunities, risks, trends, and emerging platform developments.
• Drive innovation and continuously elevate Truist's social media capabilities and market leadership position.

Connected Social Ecosystem Management

• Organic social media strategy and execution
• Full-funnel paid social media marketing
• Teammate advocacy programs
• Executive and thought leadership social programs
• Online community engagement and moderation
• Social customer engagement and response strategies
• Reputation management and crisis communications support
• Social listening and intelligence capabilities
• Measurement, reporting, and advanced analytics

Ensure all components operate as an integrated system that maximizes audience reach, engagement, conversion, advocacy, and business impact.

Paid and Organic Social Excellence

• Oversee enterprise social investments across major platforms including LinkedIn, Meta, YouTube, X, TikTok, Snapchat, Reddit, and emerging channels as appropriate.
• Partner with performance marketing teams to optimize social media across the client journey.
• Drive alignment between paid, owned, earned, and shared media strategies.
• Establish channel-specific strategies, content frameworks, audience approaches, and performance standards.
• Identify opportunities to improve media efficiency, audience targeting, and conversion outcomes.

Social Listening, Insights & Intelligence

• Lead enterprise social listening and monitoring programs that generate actionable business intelligence.
• Transform social conversations into insights that inform brand, marketing, product, client experience, and communications strategies.
• Monitor brand health, sentiment, market perception, competitive activity, emerging trends, and potential reputational risks.
• Deliver executive-level intelligence reporting and recommendations based on customer and industry signals.

Governance, Risk & Compliance

• Establish and maintain enterprise social media governance frameworks, policies, standards, controls, and operating procedures.
• Ensure compliance with regulatory requirements, legal obligations, privacy standards, and internal risk management expectations.
• Partner closely with Legal, Compliance, Risk, Cyber and Information Security teams.
• Lead social media crisis preparedness, response protocols, escalation frameworks, and issue management processes.
• Balance innovation and growth opportunities with responsible risk management.

Analytics & Performance Management

• Build and execute a comprehensive social media measurement framework aligned to business outcomes.
• Define and track key performance indicators spanning awareness, engagement, consideration, conversion, advocacy, sentiment, and share of voice.
• Develop executive dashboards and reporting programs that demonstrate business impact and return on investment.
• Leverage analytics and audience intelligence to optimize strategy, content, channel investments, and customer experiences.
• Champion data-driven decision making across the organization.

Team Leadership & Talent Development

• Lead, inspire, and develop a high-performing team of social media professionals across strategy, content, paid, community management, listening, governance, and analytics.
• Foster a culture of innovation, accountability, collaboration, continuous learning, and operational excellence.
• Build scalable organizational capabilities and succession pipelines.
• Establish clear performance expectations and professional development opportunities.
• Attract and retain top social media, content, analytics, and digital talent.

Agency, Platform & Vendor Partnerships

• Own enterprise relationships with social platform partners, agencies, technology providers, and strategic vendors.
• Influence platform roadmaps, beta opportunities, and innovation partnerships.
• Manage agency performance and ensure consistent delivery of business outcomes.
• Evaluate and optimize social technology investments and capabilities.
• Identify opportunities to improve efficiency, scalability, governance, and measurement across the social technology ecosystem.

Required Qualifications:

• Bachelor's degree in Marketing, Communications, Business Administration or related field, or equivalent education and related training
• Ten years of related experience or an equivalent combination of education and experience, managing teams
• Consumer/Commercial/Corporate/Wealth banking product and/or segment marketing experience
• Demonstrated contribution to marketing strategy development to solve complex and/or unique operational problems
• Sound and comprehensive understanding of business and organizational strategies and processes
• Significant budget management experience
• Deep understanding of clients using research and analytics to ensure marketing success
• Ability to lead large projects of significant complexity and notable risk exposure
• Strong relationship building skills, with the ability to influence others at senior levels to adopt a new perspective
• Knowledge of the industry's competitive landscape and an understanding of the market and regulatory factors that shape the industry
• Team leadership experience
• Strong presentation skills and communication skills

Preferred Qualifications:

• 10+ years of progressive leadership experience in social media, digital marketing, communications, or integrated marketing.
• 7+ years leading enterprise teams within large, matrixed organizations.
• Deep experience managing social media programs in highly regulated industries, preferably financial services.
• Demonstrated success leading integrated organic and paid social media ecosystems at scale.
• Experience developing governance, risk management, and compliance frameworks.
• Proven track record managing agency and platform partnerships.
• Strong experience building executive reporting, measurement frameworks, and ROI models.

Leadership Competencies:

• Strategic enterprise thinker
• Executive presence and influence
• Exceptional communication and stakeholder management skills
• Change leadership and transformation expertise
• Strong business and financial acumen
• Data-driven decision maker
• Risk-aware innovator
• Collaborative and people-centered leader

Success Measures:

• Enterprise social media maturity and capability growth
• Brand reputation and sentiment improvements
• Audience growth, engagement, and advocacy
• Business and marketing impact from social channels
• Paid social efficiency and performance
• Teammate advocacy adoption and reach
• Thought leadership and executive visibility outcomes
• Social listening intelligence adoption