About the Role
The Senior Social Media Manager is responsible for the end-to-end delivery of social media accounts for the client. This role serves as the main point of accountability for content quality, publishing consistency, community management service level agreements (SLAs), and client escalation. The manager will lead the weekly editorial discussions and support the remote community management hub, ensuring that the team, calendar, and client relationships are managed efficiently with minimal oversight from the marketing team. This position is a contract role for 3 to 6 months, requiring 2 to 3 days of work per week in Ras Al Khaimah.
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Key Responsibilities
Account Leadership & Client Management
- Own the overall delivery of the agreed scope for social accounts.
- Chair the weekly editorial meetings, aligning with the senior/executive team and the creative producer on monthly content, shoots, and priorities.
- Serve as the senior escalation point for the client regarding community management, sensitive content, and reputational matters.
- Confirm the shoot plan one month in advance in alignment with the content calendar and the creative producer.
- Cultivate and maintain the daily client relationship, positioning the team as a trusted senior extension of the marketing function.
Content Strategy & Planning
- Develop and approve monthly content plans and bilingual (English/Arabic) copy direction across various platforms including Instagram, TikTok, Facebook, YouTube, LinkedIn, and X.
- Ensure a consistent tone, content, and visual direction across the destination and its audiences.
- Utilize community insights, platform performance, and business moments to guide future content decisions.
Team & Community Management Oversight
- Set daily priorities for the remote community management hub and oversee its performance against SLAs (responding to standard inquiries within 1-2 hours, direct messages within 3 hours, negative sentiment within 1 hour, and monitoring crises within 30 minutes).
- Review and approve sensitive replies prior to publication and escalate to the client when necessary due to risk or sensitivity.
Reporting & Commercial Delivery
- Monitor and ensure delivery is in line with contracted monthly volumes.
- Handle monthly and ad hoc client reporting, consolidating performance and delivery across all five accounts.
- Manage resources and delivery to meet the account's cost and margin targets.
Qualifications & Skills
- 4-6 years of experience in social media management, with a minimum of 2 years in a social account management capacity, preferably on the agency side.
- Proven experience in running tourism or destination social marketing campaigns.
- Strong background in social strategy and channel-specific content planning.
- Fluency in English is required; proficiency in Arabic (spoken and written) is strongly preferred due to the bilingual content demands.
- Experience managing community management SLAs and crisis escalation protocols.
- A confident, senior-client facing demeanor, capable of managing client stakeholders effectively and leading under pressure.
- Residing in the UAE or able to relocate, with flexibility for regular travel to Ras Al Khaimah (2-3 days per week).
