Social Impact Director

About Thriveworks

Thriveworks is one of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America’s most valued mental healthcare company, where our teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and thrive in life, this company is ready for a new chapter.

About The Job

Reporting to the SVP of Marketing and partnering across the organization, this role serves to protect and enhance Thriveworks brand reputation, drive strong community relations, and support key business and policy goals. The role will be responsible for:

• creating and leading the reputation research, measurement and management program
• leading company-wide narrative and strategic messaging with a focus on messaging brand purpose, services, values, and ESG story to our audiences
• overseeing client escalations and managing customer issues and inquiries on all social media channels
  
  

This high-impact role requires a leader who displays strong people management skills and strong cross-company collaboration. This leader must understand the importance of world-class quality client interactions and will work with stakeholders such as Clinical Operations and call center leaders to define these. In addition, the role will create an escalation and complaint mechanism, including a scalable process to identify root causes and solve problems. This role will manage all customer issues and inquiries that are posted to our social channels and complaint forums, ensuring all messaging is reflective of our brand and commitment to great customer experiences.

Key Responsibilities

• Marketing Strategy: Develop and lead execution of an organic social media and reputation management strategy across platforms and target audiences, working in collaboration with PR, executive communications, Content Marketing, ClinOps, call center, B2B and other stakeholders. Lead and direct the company’s Social Impact agenda via customer satisfaction, corporate sponsorships, influencer and brand ambassador programs, community relations, employee engagement and volunteerism. Build cross-functional strategy and processes for posting, promotions, and partnerships on social channels for both social-first and broader campaign initiatives. Develop and execute an approach to social media customer support that is reflective of our brand personality and consistent with our commitment to creating an amazing experience for our clients, staying within important patient privacy and legal guardrails. Establish guidelines and processes for social media moderation and conversation. Drive our boosting strategy in partnership with our paid social team to achieve maximum efficiency.
• Leadership and Supervising: Recruit, lead, train, and mentor a growing team of marketers to meet our ambitious growth goals, constantly upleveling their professional skills and navigating towards their desired career path. Act as the subject matter expert, providing solutions and education to reputation management and social media related questions, concerns, trends and best practices. Champion a culture and processes for building employee brand ambassadors. Be a role model across Thriveworks, coaching and developing others to deliver customer service excellence in researching and identifying the root cause of client issues. Supervise direct reports inclusive of, but not limited to, a Social Media Coordinator and a Marketing Coordinator.
• Research & Monitoring: Track the market for trends, benchmarks, opportunities, competitive tactics, best practices, tools/platforms, etc. and use that information to make recommendations and improve social care. Maintain a strong pulse on market trends, competition, and customer feedback. Closely manage social listening efforts, responding to and escalating any brand risks as needed.
• Data/Reporting: Make data-driven decisions; accurately measure brand reputation and deliver client resolution. Work with our analytics and data team to build dashboards and reports to share community sentiment, key campaign results and recommended next iterations and timely opportunities.
• Budget & Project Management: Provide budget estimates and forecasts for all activities, including defining success measurements, alignment to OKRs, and optimizations for each channel and hold internal stakeholders & clients accountable for deadlines in order to have on-time (and on-budget) campaigns. Help manage and update Budget Tracker. Develop and maintain social media campaigns calendar. Write specification documents and design experiments to test new strategies and opportunities for growth. Evaluate and deploy social listening tools, as/when needed.
• Collaboration: Foster positive team interactions amongst all departments (e.g., Marketing, HR/Recruitment, B2B/Channel Sales, call center, Clinops, Legal, and Compliance) to drive successful campaigns at launch and beyond, develop and support client quality programs and escalation processes, and influence prioritization, all while helping to create world-class end-to-end client experiences. Contribute to and oversee copywriting of social media content from internal and/or agency teams. Build and own relationships with key partners and external vendors. Work with Search team members to apply search best practices for social channels.
  
  

Preferred Qualifications

• 5+ years of driving organic social media strategy and 4+ years of brand reputation management experience within an organization or digital agency setting is required
• Ability to communicate a vision that inspires the team and leadership to work toward best-in-class solutions for our clients
• Experience in establishing reputation management practice, social media program operations and brand ambassador programs
• Deep, proven experience managing and growing social communities for a brand thru creative storytelling and pulling social analytics
• Understand what drives consumer and business behavior in social media and can formulate thoughtful, creative strategies to help us unlock the full potential of the brand
• Experience crafting compelling and memorable social campaigns, grown measurable engagement and buzz on social media for brands, or worked on successful cause marketing and social impact partnerships on social channels
• Have a point of view on audience behavior and platforms, informed by experience and data; deep knowledge of social channels, social media best practices and platform rules of engagement; working knowledge of social listening platforms
• Experience in analyzing key marketing metrics and data to develop actionable insights
• A history of leading complex projects, meeting deadlines, and keeping cross-functional teams aware and accountable; strong and positive collaboration across cross-functional teams
• Strong team player with the ability to manage up, down, and across the organization
• Brings can-do attitude to work every day
• Project management experience proving your ability to achieve high-quality work against competing priorities and manage stakeholders through different stages of campaign and program development
• Experience working in B2C, B2B (a must) or B2B2C Healthcare (highly desirable)
• Experience developing organic social media campaigns for clinician recruitment (highly desirable)
  
  

Benefits

• Fully remote
• An amazing team culture and Great Place to Work certification
• Professional development & advancement opportunities
• 401K with 3% employer match
• Healthcare, Dental, Vision, and life insurance benefits
• Professional EAP program for team member & household
• Additional coverage options available such as: Short Term Disability, Long Term Disability, Group Accident Insurance
  
  

Successful Thriveworks employees believe in our mission to make therapy work better for everyone. They also embody our core values, which focus on integrity, community, access, purpose and quality. the ability and willingness to adapt, raise the bar, act with integrity, achieve our goals, and work well together. If you think you match this description, fit the bill and belong on our team, apply today!

Physical demands for Thriveworks positions may include being sedentary for long periods of time. Entering text or data into a computer by means of a traditional keyboard is also a requirement.

Interested in joining Team Thriveworks? We’re thrilled to meet you!

With job scams becoming more and more frequent, here's how to know you're speaking with a real member of our team:

• Our recruiters and other team members will only email you from an "@thriveworks.com" email address.
• Our interviews will take place over Google Meet (not Microsoft Teams or Zoom).
• We will never ask you to purchase or send us equipment.
  
  

If you see a job scam related to Thriveworks, please report to [email protected]. You can contact [email protected] with any questions or concerns.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.