Gartner Expert

Jay Wilson

VP Analyst

Jay Wilson focuses on helping CMOs achieve optimal results from their agency rosters, including agency selection. He works with clients on their social media marketing strategies, including influencer and employee advocacy programs. Mr. Wilson led social marketing efforts at a large digital advertising agency in New York, with hands-on experience in the airline, CPG and high-tech industries.

Previous experience

Before joining Gartner, the primary focus of Mr. Wilson was on using social media insights to inform advertising, marketing and customer service efforts online and offline. Major roles also included:

- Social media strategy: Aligning and leveraging social media in the U.S. and abroad to achieve customer engagement and branding objectives while delivering positive ROI.

- Social media listening: Using proprietary and off-the-shelf tools to monitor consumer conversations, analyze sentiment, identify key brand opportunities and consumer pain points and track competitive activity.

- Social media customer service: Helping clients achieve best-in-class social customer service operations by setting and monitoring service levels and staffing requirements, creating content and escalation processes and building influencer networks, while aligning with branding.

- Metrics and reporting: Developing marketing and executive-level dashboards to deliver quantitative analysis of social reach, engagement and ROI across Facebook, Twitter, Pinterest, Instagram, YouTube and LinkedIn.

- Crisis management: Providing near-real-time analysis of social and mainstream media reports during high-visibility events.

Professional background


VP, Group Director, Customer Insights


Associate Director

Areas of coverage

Digital Marketing Strategy and Execution

Marketing Organization and Talent

Marketing Leadership and Management


B.S., Political Science, Syracuse University

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Top Issues That I Help Clients Address

1How do I select the right agency for my business?

2How do I optimize my agency relationships?

3How do I improve the effectiveness of my social marketing efforts?

4How do I select tools and technologies to help optimize my social marketing?

5How should marketers address Diversity, Equity, and Inclusion initiatives?