IndiGo - Manager - Social Media

Manager - Social Media

Description:

- Monitor and manage brand's online reputation across multiple platforms including social media, forums, and review sites.
- Use social listening tools to track brand mentions, identify trends, and address potential reputation issues proactively.
- Respond promptly and professionally to customer feedback, complaints, and grievances on social media, aiming to resolve issues effectively.
- Develop and enforce social media guidelines and policies to ensure consistency and brand integrity.
- Create strategies for handling online crises effectively, including drafting crisis communication plans and coordinating responses.
- Collaborate with cross-functional teams to ensure messaging consistency and alignment with brand values.
- Establish partnerships with relevant organizations to enhance brand reputation and credibility online.
- Stay updated on social media trends, best practices, and emerging technologies to optimize reputation management strategies.
- Monitor social media metrics to track effectiveness, identify areas for improvement, and provide regular reports to stakeholders.
- Implement reporting mechanisms for hourly, weekly, and monthly online reputation management reports.
- Oversee content moderation efforts to maintain a positive online environment and address inappropriate content.
- Drive efficiencies by managing first response time and overall resolution.
- Provide guidance and training to internal teams on social media communication, crisis management, and sensitivity in online interactions.
- Drive employee engagement by assessing training needs and providing feedback on performance to develop employee skills and address performance issues.
Required Skills:
- Proven experience in social media management, online reputation management, or community management.
- Strong understanding of social media platforms, algorithms, and best practices.
- Excellent written and verbal communication skills, with the ability to craft engaging and sensitive communications.
- Experience in grievance management and crisis communication is highly desirable.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Strong analytical skills and proficiency in social media analytics tools.