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Director, Head of Social Media

Element AI

Element AI

Marketing & Communications
Waltham, MA, USA
Posted on Thursday, July 11, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We are looking for a Director on our Social Media team who will strategically steward the ServiceNow brand in social both internally and externally, across a variety of audience and content priorities. They will lead the development and execution of comprehensive social media strategies and editorial plans that align with ServiceNow’s relentless pursuit of innovation in both the tech and marketing space.

While this person will manage a team of social strategists and creatives, we are also looking for a maker – someone who is equally as excited about creating the content as they are about the vision to get there. Let’s call it the “swiss army knife” of social leaders – 50% creative, 50% strategist – with 100% love of social. The ideal candidate will love testing and learning, trying new tools, and thinking of new ways to bring content to life.

This person will partner closely with our thought leadership leads to collaborate on 360 content plans to support our key editorial efforts, never shying away from thinking about bigger, better ways to uplevel our content. They will also liaise with key stakeholders across comms and marketing, both globally and in region, to drive the creation of integrated social plans with native, bespoke ideas that will become some of our most highly visible content in the company.

The ideal candidate will have strong leadership experience, crave learning new trends and tools, and be able to thoughtfully apply social media best practices to existing content plans, while also always thinking one step ahead for new social-first opportunities. The role will report into the Senior Director of Brand Content.

Key Responsibilities:

  • Drives the foundational strategy and operating model of the Social Media team, from annual strategy development (role of channels, KPIs, listening & engagement guidelines, etc) to editorial planning and processes to the oversight and development of content, and stewards and socializes these efforts with key players across the organization for inputs and alignment as needed

  • Collaborates with other brand marketing leads to oversee and develop strategic social content plans to support brand campaigns, platform content, customer stories, and thought leadership

  • Determines organic and influencer social promotional strategies for key areas like internal/external events, comms announcements, and strategic sponsorships

  • Manages a team of social media managers and creatives, collaborating with and guiding them throughout the editorial planning process on their respective content pillars

  • Acts as a Brand Ambassador for our brand identity and tone of voice across our social channels

  • Leads the relationships with our regional social partners in APJ and EMEA

  • Assesses opportunities for social content across the org and proactively spearheads new content streams as needed

  • Reviews performance data, communicate wins and identify areas of improvement as needed

  • Oversees the annual budget and determines spend areas (eg. agencies, influencers, contractors) based on team needs and brand priorities

  • Drives team R&Rs and operations and identify gaps & opportunities for refinement

  • As needed, supports Senior Director with refinements to Brand Content strategy and cross-team ops & processes


  • Inspires purpose: Communicates messages to all levels of the organization, provides clarity around the vision and values. Creates a sense of energy and optimism. Embraces and expresses commitment to the organization's purpose and models ethical leadership.

  • Social acumen: Possesses strong understanding of social, including current trends and what’s coming next, and has an informed POV on its role in marketing; understands platform features and audience nuances that help drive bespoke content strategies.

  • Proactive planning: Can see the bigger picture across a variety of content needs and takes initiative to prioritize and plan ahead; moves quickly to seize opportunities; enthusiastically initiates solutions to problems.

  • Relentlessly curious: Creates a learning environment where individuals learn from their successes and failures. Shares personal stories and lessons to guide others in their development. Asks for feedback, responds well to criticism, and takes on complex assignments to hone skills and learn from experiences.

  • Executes with agility: Gathers relevant information to understand issues and suggests solutions. Encourages cross-functional analysis. Keen attention to detail. Promotes adaptability and agility, and considers multiple scenarios to prepare for potential changes.

  • Builds & leads inclusive teams: Involves others in making decisions on behalf of the group & credits others for their contributions & accomplishments; creates a learning environment, takes steps to attract and develop talent, builds coalitions among stakeholders, and builds a long-term succession plan for key roles on their team.

  • Communicates exceptionally: Encourages candid & open communication among groups; strong and engaging written and verbal presentation skills.

  • Collaboration & influence: Builds coalitions among multiple stakeholders. Takes clear steps to address barriers to collaboration and skillfully resolves difficult interpersonal situations. Maintains regular contact with key stakeholders and navigates political currents with tact while building enthusiasm toward ideas.

  • Decision quality: Makes tough, data-driven decisions and moves them forward diplomatically, even if they are unpopular.

  • Self-development: Doesn’t settle for the status quo; always seeks ways to improve and drive better results; takes on new stretch opportunities to continuously grow own leadership capabilities.


Desired Skills & Experience

  • 15+ years social media or related marketing experience with a proven track record of success; or advanced degree with Marketing emphasis and equivalent experience.

  • Proficiency in Canva, Figma and/or AI content creation tools. The more creative platform familiarity, the better.

  • Experience in B2B social media management is appreciated; agility in hypergrowth environments necessary.

  • Ability to think quickly and pivot when necessary, to counsel partners and execute plans with a preference for a collaborative work style.

  • Resourceful, energetic, solutions-oriented, excellent communication skills, collaborative, always trying to find ways to improve with an empathetic approach to teamwork and management.

  • Genuine love of social media.

  • Bachelor’s degree in Marketing, Communications, Business, or related field.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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