BrandBastion

Marketing

• - Define and own BrandBastion’s measurement approach for customer impact across engagement, moderation outcomes, sentiment, and paid performance signals when available.
• - Build ROI models and reporting templates that connect platform activity to business outcomes and customer goals.
• - Partner with Product and Customer Success to standardize “metrics that matter” by segment and use case.
• - Own customer case studies end to end, from analysis to narrative to final deliverables for Sales and Marketing.
• - Produce benchmark and insights reports that help position BrandBastion in the market and support pipeline.
• - Turn data into clear recommendations that a VP of Marketing or Head of Social can act on.
• - Run a monthly review of key accounts covering usage, feature adoption, goal progress, and realized value.
• - Identify churn risk signals and propose concrete intervention plans with Customer Success (playbooks, strategy shifts, enablement).
• - Build simple, repeatable scorecards that help CS and Sales align on where to focus.
• - Lead and develop a team of analysts with a focus on marketing measurement, clarity, and decision-ready insights.
• - Set priorities and standards for reporting, analysis quality, and narrative consistency.

Value & Marketing Insights Team Lead

Project Manager

• Own the operational execution of a large-scale social care and community management program from ramp through steady-state delivery
• Serve as the primary operational point of contact for internal teams and client stakeholders
• Ensure alignment across public engagement, account-related support (e.g., billing, cancellations, retention), and product-related inquiries
• Coordinate execution across multiple regions, time zones, and languages
• Maintain close, ongoing communication with Customer Success and internal stakeholders
• Provide visibility into operational performance, risks, and opportunities
• Ensure delivery-team feedback is surfaced and addressed
• Recruit, hire, lead and support a cross-trained, global team of social-first agents
• Oversee onboarding and enablement of new team members assigned to the program
• Provide ongoing guidance, coaching, and escalation support to agents
• Act as the first point of contact for operational questions, workflow clarification, and issue resolution
• Foster a culture of accountability, quality, and continuous improvement
• Proactively identify and manage operational risks, including backlog growth, quality degradation, tone or compliance issues, and escalation triggers
• Coordinate response during incidents, spikes, or sensitive brand moments
• Maintain clear escalation paths internally and with client stakeholders
• Monitor key risk indicators and implement contingency plans as needed
• Own quality assurance processes across all workstreams
• Monitor response accuracy, tone of voice, brand alignment, and escalation handling
• Conduct regular QA reviews and performance checks
• Identify recurring issues and implement corrective actions
• Ensure adherence to SLAs and quality standards
• Manage changes to scope, workflows, or priorities as the program evolves
• Communicate updates clearly to the delivery team
• Identify opportunities to improve efficiency, reduce friction, and strengthen execution
• Monitor staffing levels, workload distribution, and coverage patterns
• Adjust resourcing to align with demand fluctuations and peak periods
• Support planning for incremental capacity increases when required
• Maintain accurate operational documentation, including workflows, playbooks, and training materials
• Deliver regular reporting on performance, volume trends, quality metrics, and risks
• Support ad hoc reporting and insights as needed
• Support pilots, special initiatives, and process improvements
• Collaborate with internal teams on tooling, workflows, and governance enhancements
• Perform other duties as required to ensure program success

BrandBastion

Value & Marketing Insights Team Lead

Project Manager – Community Management, Customer Service

Project & Talent Manager – Social & Community