SOCIAL MEDIA MANAGER MASTER SOP
- maximaazadmin
- September 7, 2026
- 5:12 pm
01. WHAT THIS SOP IS
This is the Master SOP for Social Media Managers at Maximaaz.
It explains how an account is managed from start to finish and acts as the navigation page for the Social Media SOP system.
It does not explain every task in detail.
Instead, it tells you:
- What you are responsible for
- How an account moves through Maximaaz
- What you need to check
- Which SOP to use for a specific task
For detailed instructions, use the relevant Sub-SOP linked below.
Content Production & Creative Brief SOP
Contente Publishing SOP
Monthly Analytics and reporting SOP
QUICK NAVIGATION
02. THE MAXIMAAZ ACCOUNT FLOW
Every account broadly moves through:
KNOW → PLAN → CREATE → APPROVE → PUBLISH → ANALYSE → IMPROVE
The Account Manager owns this flow.
You don’t have to personally execute every step.
You are responsible for making sure the right people have the right information, at the right time.
03. YOUR ROLE
The Account Manager is the connection between:
CLIENT ↔ CREATIVE TEAM ↔ CONTENT ↔ SOCIAL MEDIA
You are responsible for:
- Understanding the brand
- Planning content
- Developing ideas
- Coordinating the creative team
- Coordinating shoots
- Managing client communication
- Managing approvals
- Publishing content
- Monitoring the account
- Tracking performance
- Sharing learnings
- Keeping work moving
The simplest definition:
Own the account. Keep the work moving. Make the account better.
04. KNOW YOUR CLIENT
Every Maximaaz client has a Client Playbook.
The Playbook is the foundation for managing the account.
Before taking ownership of an account, read the Playbook thoroughly.
You should understand:
- Brand personality
- Audience
- Voice
- Visual language
- Content pillars
- Products / services
- USPs
- Brand story
- Competitors
- Do’s & Don’ts
- Previous content and learnings
You should know the brand well enough to make decisions without constantly referring back to the Playbook.
The Playbook should also help you judge:
Which trends fit the brand?
Which ideas don’t?
What content should we make next?
See: Client Playbook SOP
05. CONTENT PLANNING
The Account Manager is responsible for bringing content ideas to the table.
Ideas can come from:
- The Client Playbook
- Social trends
- Competitors
- Creators
- Pop culture
- Seasonal moments
- Events
- Products / services
- Client requirements
- Previous performance
- Things happening at the client’s location
Every idea should answer:
What are we making?
Why will people care?
Why does it belong to this brand?
Ideas may be reviewed by the creative team, Head of Maximaaz or the client before moving into production.
See: Content Planning & Ideation SOP
06. CONTENT & PRODUCTION
Once an idea is approved, the Account Manager ensures that the creative team has everything required to execute it.
This includes:
- Creative brief
- References
- Content requirements
- Shoot requirements
- Footage / asset requirements
- Deadlines
- Client expectations
For shoots, the Account Manager is responsible for ensuring that footage is successfully transferred and accessible after the shoot.
IMPORTANT — FOOTAGE BACKUP
A shoot is not complete when the camera stops recording.
Before considering footage safely handed over:
☐ Files have been copied
☐ Copy has been checked
☐ Files open / are accessible
☐ Required footage is present
☐ Team knows where the files are stored
Never assume footage has been backed up. Confirm it.
See: Content Production & Creative Brief SOP
07. CLIENT COMMUNICATION & APPROVALS
The Account Manager is the primary point of contact for the client.
Communication should be:
Clear + Warm + Prompt + Professional
Always:
- Acknowledge messages
- Set clear expectations
- Give realistic timelines
- Follow up on pending items
- Keep the client informed
- Flag problems early
Approvals
When sending work:
- Clearly state what is being shared
- Mention the required action
- Give a deadline where necessary
When feedback arrives:
Understand → Consolidate → Brief → Review → Resend
Never simply forward unprocessed client feedback to the creative team.
The Account Manager should translate feedback into clear, actionable direction.
08. CONTENT PUBLISHING
Approved content is published through the approved Maximaaz workflow.
Primary tool:
Metricool
Before publishing, verify:
☐ Correct creative
☐ Final caption
☐ Date & time
☐ Platform
☐ Tags / mentions
☐ Location
☐ Collaborators
☐ Cover / thumbnail
☐ Audio
☐ Links / CTA where applicable
After publishing, confirm that the content is live and correct.
See: Content Publishing SOP
09. WEEKLY MANAGEMENT
Monday Account Meeting
Every Monday, review:
DONE
What was completed?
PENDING
What is still outstanding?
THIS WEEK
What needs to happen?
BLOCKERS
What is stopping progress?
The objective is simple:
Everyone should know what they are responsible for and what needs to happen next.
The Account Manager should come prepared with the current status of their accounts.
10. ANALYTICS & REPORTING
Performance should be reviewed regularly and formally reported every month.
Primary tools:
Metricool
Meta Business Suite
Don’t simply report numbers.
Understand:
- What worked
- What didn’t
- Why
- What the audience responded to
- What we should repeat
- What we should change
See: Monthly Analytics & Reporting SOP
11. CAMPAIGNS & EVENTS
When a client has a campaign, launch or event, the Account Manager coordinates the social media requirements from planning through execution.
Think:
BEFORE → DURING → AFTER
Identify:
- Content required
- Shoot requirements
- Publishing requirements
- Stories / live content
- Team responsibilities
- Client requirements
- Post-event content
See: Campaigns & Events SOP
12. ESCALATION
Flag problems early.
Escalate when:
- A deadline is at risk
- A client is unhappy
- Required content is unavailable
- A shoot is affected
- Creative quality is below expectation
- Approval is significantly delayed
- A campaign changes substantially
- Account / publishing issues occur
Don’t hide a problem.
Don’t simply pass it upward.
Bring:
Problem + Context + Possible Solution
13. DEFINITION OF DONE
A task is not complete because it was sent.
It is complete when:
☐ Work is completed
☐ Quality is checked
☐ Approval is complete where required
☐ Content is published / delivered
☐ Files / links are accessible
☐ Status is clear
☐ Next action is assigned where required
Remember:
“Sent to editor” is not Done.
“Sent to client” is not Done.
Done means the next step is clear.
14. SOP NAVIGATION
Use the Master SOP to understand what needs to happen.
Use the Sub-SOPs to understand how to do it.
CLIENT
Client Playbook SOP
Understand and maintain knowledge of the brand.
CONTENT
Content Planning & Ideation SOP
Develop ideas and build content calendars.
Content Production & Creative Brief SOP
Brief the creative team, plan shoots and manage assets/footage.
CLIENT MANAGEMENT
Client Communication & Approval
Covered in this Master SOP.
PUBLISHING
Content Publishing SOP
Schedule, publish and verify content.
REPORTING
Monthly Analytics & Reporting SOP
Analyse performance and prepare monthly reports.
SPECIAL PROJECTS
Campaigns & Events SOP
Plan and manage social media around campaigns and events.
THE MAXIMAAZ STANDARD
Know the brand.
Bring ideas.
Keep the team moving.
Keep the client confident.
Don’t let things get stuck.
Learn from what we publish.
Make the account better every month.