Manager, Customer Advocacy — Social Media and Public Engagement

About the Role 

As Manager, Customer Advocacy — Social Media and Public Engagement, you will be responsible for leading MoneyLion’s public-facing customer engagement efforts, ensuring that all external customer interactions build trust, drive meaningful resolutions, and enhance MoneyLion’s reputation. This role blends strategic vision, operational excellence, and customer insight to oversee how MoneyLion communicates publicly with its customers across multiple channels.

Initially, you will oversee a team of Customer Advocates managing public reviews, social media commentary, and direct customer interactions, as well as indirectly guide a BPO team handling content moderation within the app. Over time, this role has the potential to grow to encompass all public-facing customer conversations, shaping MoneyLion’s overall approach to external engagement. You will also take the lead in developing the @AskMoneyLion brand, creating a strategy to foster positive customer relationships, engage users with relevant and humorous content, and seamlessly manage the transition of public complaints into private resolutions.

This position requires a leader with a proven track record of building scalable public-facing customer advocacy programs, delivering measurable outcomes, and collaborating cross-functionally to ensure customer insights inform broader organizational strategies.

This role is located on-site 4 days a week at our headquarters in Chelsea, NYC.

Key Responsibilities 

• Lead Public Customer Engagement: Manage and coach a team of Customer Advocates who handle public reviews (e.g., app stores, BBB, Trustpilot) and social media commentary across platforms like X (formerly Twitter), Instagram, Facebook, YouTube, and Reddit. Ensure all public interactions enhance MoneyLion’s reputation and drive positive customer experiences.
• Private Customer Resolutions: Establish workflows to transition public complaints into private conversations, ensuring customers receive efficient and empathetic resolutions via phone, email, and other channels.
• Content Moderation Oversight: Set strategy and goals for an indirect BPO team responsible for moderating user-generated content (UGC) within the app’s social media feed. Measure this team’s performance on content safety, user management, and engagement initiatives.
• Expand and Evolve Public Engagement: Build scalable frameworks to expand the scope of public-facing customer conversations, aligning team efforts with the company’s evolving priorities and ensuring flexibility to address new channels or platforms as they emerge.
• Develop the @AskMoneyLion Brand: Design and execute a strategy for the @AskMoneyLion support brand, creating engaging and humorous content to build customer loyalty and manage support-related interactions transparently and effectively.
• Quantify and Amplify Customer Feedback: Work with internal teams to collect and analyze customer feedback trends across all public platforms. Translate these insights into actionable recommendations for product enhancements, operational improvements, and customer advocacy strategies.
• Oversee NPS and Customer Feedback Amplification: Manage Net Promoter Score (NPS) tracking and reporting, ensuring insights from customer feedback are effectively amplified across the organization to drive continuous improvement in satisfaction and loyalty.
• Crisis Management and Risk Mitigation: Lead the team in managing high-stakes public conversations, including reputational risks, sensitive escalations, and critical customer feedback.
• Measure and Drive Performance: Establish and track key performance indicators (KPIs) for the team, such as customer sentiment, resolution times, and platform-specific engagement metrics. Use these metrics to refine strategies and improve outcomes.
• Foster Cross-Functional Collaboration: Partner with Marketing, Product, Trust and Safety, and other teams to ensure customer advocacy insights influence broader business strategies.
• Recruit and Develop Top Talent: Build and nurture a high-performing team of Customer Advocates, fostering a culture of excellence, innovation, and accountability.

About You

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field is preferred; an advanced degree is a plus.
• A minimum of 5+ years of leadership experience in customer advocacy, public engagement, or social media management roles.
• Proven track record of managing public-facing customer interactions on platforms such as Trustpilot, Google Business, BBB, app stores, and major social media networks.
• Experience aligning team capacity and capabilities with business needs, including planning for growth and adapting to new challenges.
• Experience overseeing or collaborating with indirect teams (e.g., BPOs) in content moderation or community management.
• Strong background in managing Net Promoter Score (NPS) initiatives, including tracking, reporting, and driving improvements through actionable insights.
• Demonstrated success in building or managing support brands (e.g., @AskMoneyLion or equivalent) and driving meaningful engagement strategies.

Skills

• Public Engagement Expertise: Deep understanding of public-facing communication, including customer sentiment management, resolving public complaints, and fostering positive engagement across digital channels.
• Leadership and Development: Proven ability to manage team performance through clear expectations, structured feedback, and tailored coaching. Skilled at fostering professional growth to ensure a high-performing, adaptable team that consistently delivers results.
• Team Culture: Skilled at cultivating a collaborative, innovative, and results-driven team environment aligned with organizational goals.
• Data-Driven Decision Making: Strong ability to analyze customer feedback trends, leverage data insights to inform decisions, and present findings in clear, actionable formats.
• Brand Development: Experience creating and executing strategies for support brands that balance humor, trust-building, and practical support to enhance the customer experience.

The annual base salary for the Manager, Customer Advocacy — Social Media and Public Engagement is expected to be between $95,000 to $110,000. Base salary is one component of MoneyLion's total compensation package, which includes, 401(k) match, multiple health insurance options, disability coverage, life insurance, and unlimited paid time off for salaried positions. Actual salaries will vary based on a candidate’s qualifications, experience, skills, and competencies related to the role.