The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Global Social Media ROI
Return on Investment for the entire global social media budget, including paid media, tools, and team salaries.
Target · Achieve a 3:1 ROI on the total global social media investment. If the global social budget is £5M, we'd expect to see at least £15M in attributed revenue or marketing-influenced pipeline.
Marketing-Influenced Sales Pipeline
The value of sales opportunities where social media played a significant role in lead generation or nurturing.
Target · Source >£5M in marketing-influenced sales pipeline via social channels annually. Through specific social campaigns, we track leads that convert into sales opportunities, aiming for a consistent contribution to the overall sales pipeline.
Crisis Escalation Reduction
The number of social media-related incidents that escalate to senior leadership or require external PR intervention.
Target · Reduce crisis escalation incidents requiring senior leadership intervention by 20% year-over-year. If we had 10 major escalations last year, we'd aim for 8 or fewer this year, showing our proactive playbooks are working.
Global Share of Voice (SOV)
Our brand's percentage of overall conversation volume within our industry across key global markets, compared to top competitors.
Target · Improve the company's overall Share of Voice (SOV) by 10% against top 3 competitors annually. If our SOV was 20% last year, we'd want it to be 22% this year, indicating we're winning more of the conversation.
Global Brand Sentiment Score
The overall positive, neutral, or negative perception of our brand across all social channels in our key markets.
Target · Increase positive/neutral brand sentiment by 5% during major campaigns and maintain a 70%+ positive score overall. After a major product launch, we'd expect our sentiment score to rise from, say, 65% positive to 70% positive, reflecting successful messaging.
Strategic Influence & Integration
How well social media strategy is integrated into broader marketing, PR, and customer service functions, and your ability to influence cross-functional leadership.
- You'll be regularly invited to strategic planning sessions for other departments. Your input on product launches, PR announcements, and customer service policies will be actively sought and incorporated. We'll see evidence of social media strategy shaping decisions beyond your immediate team, like influencing product messaging or customer support scripts. Feedback from VPs and Directors will consistently highlight your collaborative approach and strategic impact.
Team Leadership & Development
The effectiveness of your leadership in building, mentoring, and retaining a high-performing global social media team.
- Your direct reports will show clear career progression and high engagement scores in internal surveys. You'll have a strong track record of identifying and developing talent, including promoting managers from within your team. We'll see a clear structure for global collaboration and knowledge sharing, and your team will consistently meet or exceed their objectives, even with challenging targets. Retention rates within your team will be above average.
Innovation & Adaptability
Your ability to identify and implement new social media trends, platforms, and technologies that provide a competitive advantage.
- You'll be proposing pilots for new platforms or AI tools that show clear potential for business impact. We'll see successful case studies of new approaches being rolled out globally after your initial experimentation. You'll regularly present insights on emerging trends to the broader marketing leadership, positioning us ahead of the curve. Your team won't be caught flat-footed by algorithm changes or new platform features
- you'll have a plan ready.
Global Governance & Brand Consistency
The establishment and enforcement of clear global guidelines for brand voice, content, and community management across all markets.
- Our brand voice will be recognisably consistent across all international social channels, even with local adaptations. There will be clear, documented playbooks for content creation, moderation, and crisis response that regional teams actually use. Audits of regional channels will show high compliance with global guidelines, and regional teams will feel supported, not constrained, by the framework you've put in place. You'll have a system for reviewing and approving major regional campaigns to ensure they align with global strategy.