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Digital & Social Listening Manager
Digital & Social Listening ManagerRobert Half • Orlando, FL, US
Digital & Social Listening Manager

Digital & Social Listening Manager

Robert Half • Orlando, FL, US
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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

  • Support the strategic vision set by senior leaders within Omnichannel Strategy and Reputation Management.
  • Participate in an on-call rotation (evenings, weekends, holidays) to ensure continuous monitoring and timely issue escalation.
  • Oversee daily DLC operations, including real-time monitoring, triage, and escalation of reputational or operational risks.
  • Provide coaching, training, mentorship, and career development for team members and direct reports.

    • Required Knowledge & Skills

  • Deep familiarity with the digital landscape, including :
  • Social media service recovery and reputation management best practices
  • Third-party review platforms
  • Social listening and reputation management tools (e.g., Meltwater, Sprout, Press Ganey, Dataminr)
  • Major social media platforms : Facebook, X, Instagram, YouTube, Pinterest, LinkedIn, TikTok, Reddit, and emerging channels
  • Strong understanding and practical use of AI in digital analysis.
  • Ability to remain composed under pressure and manage sensitive or emotionally charged content with professionalism.
  • Proven track record managing multiple large-scale projects in a fast-paced environment with competing priorities.
  • Advanced analytical skills with the ability to interpret and simplify complex data for diverse audiences.
  • Exceptional written and verbal communication skills, including experience presenting to senior and executive stakeholders.
  • Proficiency in both Mac and Windows environments, including Microsoft Outlook, Word, Excel, PowerPoint, Teams, and related tools.

    • Preferred Skills

  • Knowledge of crisis and emergency communication protocols.
  • Familiarity with clinical, operational, or regulatory aspects of the healthcare industry (or similarly complex, highly regulated environments).

    • Education & Experience

  • Bachelor's degree in Marketing, Business, Communications, Public Relations, or a related field.
  • 7+ years of experience in relevant digital, communications, or analytics fields.
  • 5+ years of experience managing enterprise-level listening tools and platforms.
  • 3+ years of leadership experience, including team management or cross-functional project leadership.
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