Job Description

If this is a RE-EVALUATION of an EXISTING role:

Date role was last evaluated

What has changed since the role was last evaluated (additional scope, accountabilities, differences in reporting relationships?)

If work has been added to the role, where was this work being delivered before this change?

Organization charts showing the role before and after the change must be submitted.

Main Purpose:

- The purpose of this role is to provide operational support for Sprinklrs Social Publishing and Engagement (SP&E) platform which includes training, access management, platform configuration, communications, and integration with other platforms among others.

- The SP&E Team rolls up into the Content Engine capability within Creative Solutions; at the same time, the SP&E analyst is part of a global team that assists all sectors and categories interacting with internal external partners such as creative agencies.

- The main objective of this role is to partner with IT to support and foster the adoption of Sprinklr and at the same time strengthen the governance of Social Publishing & Engagement activities.

Accountabilities:

- Be the first point of contact for end users for supporting social publishing and engagement - Execute

- Track the usage of the platform and provide weekly KPI to sector leadership (posts published natively/via the platform) - Execute

- Provide SP&E training and onboard new users to the platform - Execute

- Work with IT admins to set up new workflows in the platform for new social channels Execute/Consult

- Work very closely with IT for resolving issues in a timely manner Execute/Consult

- Influence the product roadmap and enhancements - Influence

- Work with IT on enterprise integrations Execute/Consult

- Lead meetings with marketers across sectors on a weekly/monthly basis Execute/Influence

- Align with sectors on campaign management, in-market changes and re-organization of brand managers Execute/Influence

- Work with DAM team to ensure approved assets are being published via social channels - Execute

- Create new social campaign fields in DAM as per business request - Execute

- Create monthly newsletters and share best practices across the enterprise Execute

- Create Sprinklr SP&E reporting dashboards for marketers - Execute

- Maintain social accounts and governance, passwords for specific sectors. Ensure passwords are encrypted and saved inside PepsiCo platform - Execute

- Report on governance compliance so the Digital Reputation Team follows up with CMOs and relevant stakeholders - Execute

- Deliver weekly insights regarding the health of social listening and engagement in the sector - Execute

- Articulate issues and develop methods of solving concerns from the sector Execute/Influence

- Document and roll out processes and standards to run SP&E support, including governance frameworks - Execute

Key Skills/Experience Required:

- +2 years experience using Sprinklr, ideally Social Publishing module

- Business-level proficiency in English

- Experience designing and producing reports and dashboards

- Basic SQL skills

- Experience working and collaborating with internal and external stakeholders such as technical teams, agencies and marketers

- Highly organized and responsive, with the ability to deliver tight SLA deadlines

- Ability to anticipate and balance the needs of multiple stakeholders.

- Resourceful to solve technology and stakeholder problems

- Experience running change management activities such as trainings and process documentation

This position requires:

- Technical knowledge to support and manage a complex platform, Sprinklr

- Ability to implement processes and controls

- Manage multiple stakeholders from different geographies and BUs

- Interact and partner with peers in other geographies on a daily basis

- Understand and partner with other Creative Solutions capabilities such as Digital Asset Management, Comms, Content Development

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