Role

Orchestrate and operate the end‑to‑end crisis management and social listening processes, driving early signal detection, risk assessment, stakeholder alignment, and executive reporting with actionable insights.

Core responsibilities

• Social listening end‑to‑end: Configure, administer, and optimize dashboards, queries, and taxonomies in Sprinklr, YouScan, Tubular, NewsWhip and others; ensure data quality, tagging discipline, and source coverage.
• Crisis assessment: Evaluate criticality and potential business impact of each alert using clear criteria; issue an initial severity recommendation (Low/Medium/High/Severe) and first‑step actions.
• Stakeholder management: Maintain courageous conversations and regular touchpoints to understand needs, align requirements, and propose fit‑for‑purpose solutions.
• Partner management with Studio X: Prioritize backlog, negotiate requirements, align expectations, and validate deliverable quality.
• Digital PMO: Orchestrate the E2E incident lifecycle (brief → assessment → plan → execution → reporting → post‑mortem), maintaining timelines, ownership, and logs.
• Regional interface: Serve as the day‑to‑day point of contact with the LATAM Crisis Management Lead, escalating per protocol when needed.
• Executive storytelling: Build presentations, models, proposals, and reports for C‑level audiences with findings, insights, and recommendations.

Scope (end‑to‑end)

1. Crisis assessment runbook with criteria (reach, velocity, regulatory sensitivity, health/safety, boycotts, influencers/media, potential legal exposure).
2. Escalation flow & coordination spaces (virtual/in‑person) with a clear touchpoint across stakeholders, and LATAM leadership.
3. PMO operation for incidents: registry, action plan, ownership, timeline, and follow‑up.
4. Executive reporting: first alert, status updates, closure, and post‑mortem with lessons learned and corrective actions.
5. Human Insights integration: cross‑reference signals with consumer studies/metrics and sales indicators to inform hypotheses and recommendations.

Requirements

• Experience in digital/PR agencies or similar roles in Business Intelligence, Social Listening, Analytics (3–5 years in adjacent functions desirable).
• Fluent English (conversation, documentation, and presentations). Portuguese is a plus.
• Proficiency with Sprinklr, YouScan, Tubular, NewsWhip (or equivalents); advanced Excel/Google Sheets.
• Familiarity with Power BI or Tableau for data storytelling is a plus.
• Strong facilitation, negotiation, and stakeholder management skills.
• Based in Mexico City with availability to attend the office 3 times per week.

Competencies

• Critical thinking and risk evaluation
• Good communication & data storytelling
• Process discipline and attention to detail (PMO mindset)

Benefits

• Seguro de gastos médicos mayores, en Findasense nos preocupamos por tu bienestar
• Beneficios de alimentación en vales de despensa!
• Podrás trabajar desde casa, desde el espacio de coworking, desde otra oficina de Findasense o cualquier parte del mundo, en línea con nuestra política Hybrid Way of Work
• Flexibilidad horaria, para hacer posible tu balance vida - trabajo
• ¡Movilidad interna! para que explores otras posiciones dentro de Findasense
• Podrás participar en nuestro programa de voluntariado, contarás con 40 horas laborales al año para colaborar con organizaciones que tengan iniciativas de servicio comunitario o voluntariado