Senior Manager, Content Marketing and Social Media

About the role:

We’re looking for a content and social media marketing leader to sharpen our editorial programs and shape the next iteration of Front’s story. Our customers are able to deliver unparalleled service with Front, and we see opinionated, best-in-class content as a breakthrough opportunity for building awareness of the Front brand and consideration for our product. The ideal candidate is a big-picture content strategist—someone who can artfully unify our messaging, channels and goals (SEO, lead gen, audience growth, etc) into a single editorial calendar—but also obsesses over voice, tone, style, and quality. And you’ll be inheriting a sharp, tenured team of content marketers, along with a hot-off-the-press brand system, to bring your editorial vision to life.

Reporting to the Director of Corporate Marketing, you’ll collaborate closely with our communications, creative, PMM, and growth teams to tell compelling stories that capture the attention and trust of customer service leaders, educate practitioners and, where appropriate, showcase the power of Front. If that sounds like an opportunity that you’re tailor-made to tackle, we’d love to hear from you!

What will you be doing?

• Amplify our corporate and product narrative through memorable, breakthrough editorial content. You’ll craft a strategy that drives brand awareness, consideration, and conversion, while raising the bar for quality. 
• Develop an ambitious thought leadership program (in partnership with our communications team) that amplifies our internal expertise and opinions and utilizes original research to position Front as a leading voice in the customer support space. 
• Player and coach: You’ll mentor and manage a skilled team of content marketers, while also rolling up your sleeves to produce high-quality editorial content. 
• Scale content production: Identify and onboard freelance and/or agency talent that augments our in-house content expertise and supports cross-functional partners who leverage content to meet their goals. 
• Test and learn: Invest in new formats and identify new channels that grow and captivate our target audience, including multimedia, interactive web content, video, serialized content, guest contributors, events, and more. 
• Grow our social media presence and deepen community engagement through the publication of experimental and evergreen, social-first content. 
• Set, monitor, and report on benchmarks that demonstrate the impact of our content programs, and refine them accordingly.

What skills will you need?

• Experience with and a passion for managing and developing top editorial talent, ideally in a high-growth company or startup 
• A reader/customer-first mindset — you’re deeply empathetic, dig to the root of your audience’s challenges, and ensure every piece of content provides them with tangible value in exchange for their time 
• A deep understanding of content, editorial, and social media best practices and trends, coupled with appetite for testing new approaches 
• Proven experience promoting and distributing content at scale — you identify where your target audience invests its time and meet them where they are 
• Data-driven rigor and a desire to demonstrate the impact of content marketing programs and investments 
• A collaborative and no-ego approach to leadership 
• An organized, structured approach to project management. You can steer successful outcomes while empathetically driving alignment with cross-functional partners 
• Sharp writing and editing skills 
• A plus: experience in the customer service and/or customer communications software space 
• A significant plus: experience driving the creation of and building an audience for multi-channel audio and/or video content