Manager – Customer Advocacy – Social Media and Public Engagement

Manager – Customer Advocacy – Social Media and Public Engagement

Requirements

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field is preferred; an advanced degree is a plus.
• A minimum of 5+ years of leadership experience in customer advocacy, public engagement, or social media management roles.
• Proven track record of managing public-facing customer interactions on platforms such as Trustpilot, Google Business, BBB, app stores, and major social media networks.
• Experience aligning team capacity and capabilities with business needs, including planning for growth and adapting to new challenges.
• Experience overseeing or collaborating with indirect teams (e.g., BPOs) in content moderation or community management.
• Strong background in managing Net Promoter Score (NPS) initiatives, including tracking, reporting, and driving improvements through actionable insights.
• Demonstrated success in building or managing support brands (e.g., @AskMoneyLion or equivalent) and driving meaningful engagement strategies.

Responsibilities

• Lead Public Customer Engagement: Manage and coach a team of Customer Advocates who handle public reviews (e.g., app stores, BBB, Trustpilot) and social media commentary across platforms like X (formerly Twitter), Instagram, Facebook, YouTube, and Reddit. Ensure all public interactions enhance MoneyLion’s reputation and drive positive customer experiences.
• Private Customer Resolutions: Establish workflows to transition public complaints into private conversations, ensuring customers receive efficient and empathetic resolutions via phone, email, and other channels.
• Content Moderation Oversight: Set strategy and goals for an indirect BPO team responsible for moderating user-generated content (UGC) within the app’s social media feed. Measure this team’s performance on content safety, user management, and engagement initiatives.
• Expand and Evolve Public Engagement: Build scalable frameworks to expand the scope of public-facing customer conversations, aligning team efforts with the company’s evolving priorities and ensuring flexibility to address new channels or platforms as they emerge.
• Develop the @AskMoneyLion Brand: Design and execute a strategy for the @AskMoneyLion support brand, creating engaging and humorous content to build customer loyalty and manage support-related interactions transparently and effectively.
• Quantify and Amplify Customer Feedback: Work with internal teams to collect and analyze customer feedback trends across all public platforms. Translate these insights into actionable recommendations for product enhancements, operational improvements, and customer advocacy strategies.
• Oversee NPS and Customer Feedback Amplification: Manage Net Promoter Score (NPS) tracking and reporting, ensuring insights from customer feedback are effectively amplified across the organization to drive continuous improvement in satisfaction and loyalty.
• Crisis Management and Risk Mitigation: Lead the team in managing high-stakes public conversations, including reputational risks, sensitive escalations, and critical customer feedback.
• Measure and Drive Performance: Establish and track key performance indicators (KPIs) for the team, such as customer sentiment, resolution times, and platform-specific engagement metrics. Use these metrics to refine strategies and improve outcomes.
• Foster Cross-Functional Collaboration: Partner with Marketing, Product, Trust and Safety, and other teams to ensure customer advocacy insights influence broader business strategies.
• Recruit and Develop Top Talent: Build and nurture a high-performing team of Customer Advocates, fostering a culture of excellence, innovation, and accountability.

Preferred Qualifications

• Experience in building or managing support brands (e.g., @AskMoneyLion or equivalent) and driving meaningful engagement strategies is preferred.