Social Media Manager

About the Role

We are looking for an experienced Social Media Manager to lead and safeguard the online presence of a large, multi-location jewelry retail brand. This role goes far beyond content posting -it is a brand reputation, consumer engagement, and crisis-handling leadership

position. You will be responsible for managing high-volume social interactions, online reputation, crisis communication, escalation governance, and leading a dedicated social media team while working closely with marketing, customer service, legal, and retail operations.

Key Responsibilities

Social Media & Reputation Management

• Own end-to-end social media operations across platforms (Instagram, Facebook, YouTube, X, Google Reviews etc.).
• Develop and implement Social CRM strategies to manage consumer conversations at scale.
• Monitor brand sentiment, consumer feedback, and public perception continuously.
• Ensure timely, brand-aligned responses to comments, DMs, reviews, and mentions.

Crisis & Escalation Handling

• Act as the primary owner for social media crisis management.
• Identify potential reputation risks early and recommend preventive actions.
• Handle sensitive customer complaints, allegations, misinformation, and negative virality with maturity and precision.
• Define and enforce escalation governance frameworks across teams.
• Coordinate with Legal, PR, Customer Care, and Senior Management during crises.

Policy, Process & Governance

• Design and maintain social media response policies, SOPs, and escalation matrices.
• Set SLAs and TATs for response and resolution across platforms.
• Ensure compliance with brand tone, legal sensitivities and consumer protection guidelines.
• Educate internal teams on dos & donts of social communication.

Team Leadership

• Lead, mentor, and manage a team of 4 - 8 social media executives/moderators.
• Allocate workloads, review responses, and ensure consistent quality.
• Conduct regular training on crisis handling, brand voice, and customer psychology.
• Drive accountability and performance through structured reviews and reporting.

Cross-Functional Collaboration

• Work closely with:

Marketing & Brand teams for campaigns and launches

Customer Service for complaint resolution

Legal team for sensitive or defamation-related cases

Retail Operations for store-level escalations

• Act as the bridge between digital consumers and internal stakeholders.

Reporting & Analytics

• Track and report on:

Sentiment trends

Response SLAs & TATs

Escalation volumes

Platform-wise performance

• Create dashboards and reports using Excel / Looker Studio.
• Provide insights and recommendations to leadership based on data.

Qualifications

Mandatory

• MBA in Marketing / Communication OR Post-Graduate degree in Digital Marketing / Brand Management

Preferred

• Certification in Social Media Management / Online Reputation Management

Experience Requirements

• 7+ years of overall professional experience
• 3 - 5 years specifically managing:

Large retail or multi-location brands

High-volume social comments and DMs

Online crisis and reputation management

• Proven experience managing and leading teams of 4 - 8 members

Skill Set

• Social CRM strategy development
• Reputation risk assessment

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Get Hired
• Crisis communication & damage control
• Escalation governance & SOP creation
• Policy framework design
• Sentiment analysis & monitoring
• SLA & TAT tracking
• Strong cross-functional coordination
• Legal sensitivity & judgment
• Leadership, decision-making, and team control

Technical Knowledge

• Meta Business Suite ( Inbox & comment management )
• Social Listening & Monitoring tools
• Google Reviews backend management
• YouTube Studio moderation tools
• X (Twitter) dashboards
• CRM integration workflows
• Advanced Excel & Looker Studio reporting
• Basic understanding of:

Defamation and reputational risks

Consumer complaint escalation protocols

What Were Looking For

• Calm and composed under pressure
• Strong judgment and decision-making skills
• Deep understanding of consumer psychology
• Brand-first mindset with legal awareness
• Ability to balance empathy with firmness
• Experience handling sensitive, public-facing situations

Why Join Us

• Opportunity to manage a high-visibility luxury retail brand
• Leadership role with real impact on brand reputation
• Work closely with senior management and cross-functional teams
• Dynamic environment with scope to build and scale processes