Who We Are
Since 2012, Giraffe Social has helped brands thrive in the digital world, evolving alongside the ever-changing landscape. Today, we’re proud to lead a new era of human-first social - where brands put people, not algorithms, at the heart of their marketing. Our mission is clear: we partner with established brands to transform their strong company cultures into social strategies that truly engage audiences, drive conversions, and build lasting advocacy. With every client we work with, we make a promise to treat their brand as if it were our own - learning it deeply, challenging it thoughtfully, and championing it from the inside out.
Our Values
At Giraffe, our values form the nucleus of our operation:
· Strategy and Creativity - We blend strategic insight with bold creativity. Every campaign is a deliberate move, thoughtfully designed to deliver impact without losing spark. This approach guides not just our work but how we operate as a team.
· Balance and Wellbeing - We champion a healthy work-life balance, creating a space where creativity and growth thrive alongside personal wellbeing. Our team excels when professionally challenged and personally supported.
· Evolution and Growth- Continuous learning and improvement are non-negotiable. We push ourselves to stay ahead of trends, sharpen our skills, and elevate the quality of our work.
· Sustainability and Responsibility - We’re dedicated to reducing our environmental footprint through sustainable practices and advocating for eco-friendly solutions in all we do.
· Unity and Recognition - Success is a team effort. We foster a culture of mutual respect, celebrate each other’s achievements, and build a positive, unified community.
Core Expectations (Senior Manager)
You own our largest and most important clients, ensuring their success and satisfaction. You act as the first point of escalation for client issues and provide guidance and support to the team. You contribute ideas and insights to service improvements, supporting the Head of Social, and ensure every strategy and decision reflects our human-first approach.
Job Description
As a Senior Social Media Manager, your main focus is the ownership of high-value, strategic client accounts. You oversee social media strategy, paid campaigns, and organic delivery for these clients, ensuring campaigns are thoughtful, effective, and aligned with their business goals.
You also act as a senior support resource for the wider team: providing guidance, advice, and practical solutions to client challenges, but not taking on full departmental leadership responsibilities. You contribute insights and ideas to service improvements and operational initiatives, supporting the Head of Social in their implementation.
Reporting Line
You will report directly to the Head of Social, with additional support provided by the People and Operations Manager.
Performance Expectations
As a Senior Social Media Manager, the main metrics your performance will be judged upon are:
- Client Retention
- Client Contract Rollover
- NPS Client Satisfaction
- Upselling / cross-selling
And the associated targets:
- Achieve a yearly client retention figure of 92.5% or higher.
- Achieve a yearly client contract rollover figure of 75.00% or higher.
- Contribute to achieving a yearly NPS score of 53 or higher.
- Contribute to achieving a quarterly upsell figure (gross profit) to the value of 10% of monthly gross profit or higher.
Key Responsibilities
Your responsibilities focus on delivering results, ensuring quality, and supporting the team. They are grouped around three areas: managing our largest and most strategic clients, guiding and supervising the wider team, and providing insights to help improve agency services. These detail the hands-on, day-to-day activities and expectations that make an impact across clients, the team, and the agency:
Client Relationship Management
· Take ownership of strategy, performance, and satisfaction for our largest and most important client accounts.
· Build and maintain strong, trusting client relationships, acting as a strategic partner to drive retention and growth.
· Act as the first point of escalation for client issues, providing clarity, solutions, and guidance to both clients and internal teams.
· Lead client communications, including Partnership Launch Meetings, Strategy Reviews, regular check-ins, and reporting.
· Ensure budgets and retainer hours are effectively managed to deliver client value and meet agency targets.
Strategic Development
· Lead in-depth research and analysis of industry trends, audience behaviour, and competitor activity for high-value clients.
· Translate insights into actionable strategies that optimise both paid and organic social performance.
· Monitor, track, and analyse campaign performance against KPIs, recommending adjustments to maximise results.
· Identify opportunities for innovation and performance improvement, feeding ideas into agency service enhancements.
· Support the Head of Social by providing insights and recommendations for agency-wide strategic improvements.
Paid Social Media Management
· Oversee paid social campaigns across multiple platforms, ensuring alignment with client goals and brand values.
· Monitor and optimise campaigns using data-driven insights to maximise ROI and exceed expectations.
· Maintain expert knowledge of platform policies and best practices to ensure compliance and effectiveness.
· Provide guidance and support to the wider team on paid social campaigns, including troubleshooting issues and optimisations.
Organic Social Media Management
· Guide organic social strategy and content plans for high-value clients, ensuring creative and strategic alignment.
· Oversee community management and engagement, supporting the team to maintain authentic brand advocacy.
· Advise on influencer campaigns, from strategy and influencer sourcing to campaign execution and reporting.
· Oversee onboarding of new high-value clients, establishing campaign strategies, workflows, and communication rhythms.
· Supervise contests, activations, and promotional campaigns to maximise brand visibility and engagement.
Team Support & Supervision
· Provide guidance, oversight, and practical support to Managers, Specialists and Executives.
· Serve as a sounding board for complex client situations, offering advice while maintaining team accountability.
· Step in to support delivery during periods of high demand or absence to ensure continuity and quality.
· Encourage knowledge sharing, collaboration, and skills development across the team.
Contribution to Agency Service Improvements
· Share insights, recommendations, and ideas to enhance agency services, processes, and client experience.
· Collaborate with the Head of Social to evaluate, refine, and implement service enhancements.
· Document lessons learned, case studies, and best practices to elevate agency-wide standards.
Communications & Culture
· Using Productive to stay organised with tasks involved for clients and making a consistent stream of notes about client developments.
· You will be expected to attend all full-team meetings.
· Participating in Virtual Team Times, Office Days and engaging in conversations through Microsoft Teams while working remotely.
· You are expected to attend all Office Days.
· When necessary, you may be required to perform duties that are outside of your role on a temporary basis.
Responsibility Centre, Vertical, Band and Salary
Responsibility Centre: Customer Centre
Vertical: Social Vertical
Band: Band 3
Salary: £35,220 - £38,742 per annum
Benefits
The current benefits for this role are:
· Remote and Flexible Working - We allow all staff complete remote and flexible working (Conditions apply - Remote Working Policy).
· Enhanced Annual Leave Allowance – We provide staff with 34 days holiday (including bank holidays, birthday leave day and Christmas break). Statutory is 28 days.
· Voluntary Work Leave - We provide 3 days paid leave, per year, for the purpose of performing voluntary work for a charity.
· Work Anniversary Gift - We give staff a £50 restaurant voucher for them to celebrate their work anniversary.
· Birthday Gift - We give staff a birthday gift every year (approx. £20)
· Christmas Meal - We organise a Christmas meal for all staff, this includes both food and drink free of charge.
· Christmas Gift - We give staff a Christmas gift every year (approx. £50)
· Innovation Connect Membership - All of the benefits that come with being part of Innovation Connect (Free car parking - subject to permission from the Ministry of Defence, unlimited free tea and coffee, discounted University gym membership, access to the University library and a range of discounts).
· Home Entertainment Benefit - We give staff a £25 payment every month to cover their Spotify and Netflix subscriptions.
· Work from Anywhere - We allow staff to work from abroad, which helps save annual leave and increases travel opportunities. (Conditions apply - Work from Anywhere Policy)
· Wellbeing Mornings - We allow staff to take a morning off from work to focus on mindfulness or self-care, when required.
· Occupational Sick Pay (OSP) Scheme - We provide staff with an enhanced number of paid sick days, which increases with length of service. (See Employee Handbook for more detail).
· Ecologi - Climate Action Workforce - For every employee, we offset their annual carbon footprint. The average annual carbon footprint for an individual in the UK is 8T CO2e, and our monthly subscription on behalf of them more than covers this.
· Spill - Mental Health Support Platform - Every employee gets access to Spill, where they can book therapy sessions, ask therapists questions, and access a huge advice library.
Incentives
The current financial incentives for this role are:
- New Client Referral Commission
- Client Contract Roll-Over Commission: 2.5% (deliverer) / 5% (3-month) / 10% (6-month) / 15% (12-month)
- Mid-Contract Upsell Commission: 2.5% (one-off) / 5% (monthly increase)
Giraffe Social is an equal opportunities employer. We believe that diverse teams create better ideas, and we’re committed to building an inclusive culture where everyone feels welcome. We encourage applications from people of all backgrounds, and all candidates are assessed based on merit, qualifications and suitability for the role.
Giraffe Social is committed to preventing modern slavery and human trafficking in all our business activities and supply chains. We have a zero-tolerance approach to any form of exploitation and follow ethical recruitment practices in line with the UK Modern Slavery Act 2015.
Job Type: Full-time
Pay: £35,220.00-£38,742.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Flexitime
- Paid volunteer time
- Sick pay
- Work from home
Application question(s):
- This role is a hybrid type. Can you attend Office Days in our Portsmouth office?
- Do you currently have the legal right to work in the UK (e.g. British passport, settled or pre-settled status)? Please note we are unable to offer sponsorship for this role.
- Do you have any experience with managing large client accounts covering organic and paid social media content?
Experience:
- agency work: 1 year (preferred)
- Client Account Management: 3 years (required)
- Social Media Strategy: 3 years (required)
Work Location: Hybrid remote in Portsmouth PO1 3LJ
