
Keith Kaufelt, Senior Manager of Social Media
CarMax
Shannon Shields, Senior Manager of Social Media
UPMC
Elizabeth Ritter, SVP & Social Media Group Manager
PNC
“Let the intern run social.” It’s a joke, but it reflects a real problem.
Because everyone uses social personally, everyone thinks they understand it professionally. That assumption creates constant friction for social media leaders — misaligned expectations, unrealistic ROI demands, and thousands of internal opinions on what your team should be doing.
This guide unpacks the biggest misconceptions, and what it actually takes to lead social media as a strategic, enterprise function.
Inside, you’ll discover:
Why “everyone understands social” is the most damaging myth, and how leaders continuously educate stakeholders
How top teams reframe organic social from ROI pressure to a long-term strategic asset
Why social media becomes mission-critical during crises, and how to build playbooks before you need them
What social media leadership actually includes (hint: far beyond content and publishing)
How leaders are protecting team sustainability in an always-on, high-pressure environment
Download the guide to see how social media leaders are redefining their role and building the case for social as a strategic function.