Assistant Social Media Manager (ORM)

KreditBee is India’s largest fintech lending platform with a current monthly disbursement of over ₹2200 Crores. It has 70 Million+ downloads on Google Play Store and over 85 Lakh unique loan customers. The platform offers a range of financial services digitally, including but not limited to Personal Loans, Business Loans, Loans Against Property (LAP), DigiGold investments, Insurance, Credit Score Reports, and Expense Tracker. The group entity also has an in-house RBI-registered NBFC and is Series-D funded by marquee investors such as Premji Invest, Advent International, Motilal Oswal Private Equity, MUFG, and TPG-backed NewQuest.
We are seeking a Social Media Manager with expertise in Online Reputation Management (ORM) and Crisis Communication to safeguard and enhance our brand’s image online. The ideal candidate will be responsible for monitoring social media platforms, managing customer engagement, and addressing potential issues before they escalate into crises.
Key Responsibilities:

• Monitoring Social Media: Actively monitor social media platforms for negative content related to the brand and oversee comments, reviews, and responses.
• Managing Escalations: Develop and execute response strategies to address potential crises and escalations, working to enhance and maintain the brand’s reputation.
• Customer Engagement: Foster positive relationships with customers and followers by responding to queries, addressing concerns, and resolving issues in a timely manner.
• Staying Updated: Keep up to date with the latest industry trends, tools, and best practices to improve social media and ORM strategies.
• Social Media Auditing: Regularly conduct audits to analyze the brand’s online identity and performance on social media.
  
  

Key Skills & Competencies:

• Strong social listening skills to monitor and assess online conversations about the brand.
• Proficiency in Social CRM tools for managing customer interactions across social channels.
• Expertise in social analytics for measuring and improving social media performance.
• Exceptional response drafting skills for handling escalations and crises.
• Basic understanding of major social media platforms such as Meta (Facebook/Instagram), YouTube, Twitter, and LinkedIn.
• Proficiency in content creation, community management, and using analytics tools to drive results.
  

Educational & Professional Requirements:

• A degree in Mass Communication, Mass Media, or a related field.
• Familiarity with social listening tools to monitor brand reputation.
• Prior experience managing social media with a focus on Online Reputation Management (ORM).
• Strong command over written English with excellent communication skills.
• Experience or knowledge of the fintech industry is preferred.