Digital & Social Listening Manager

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.
• Partner with cross-functional teams to integrate listening insights into organizational decision-making.

Department Operations & Leadership

Required Knowledge & Skills

Preferred Skills

Education & Experience