Dell - Advisor - Project/Program Management - Corporate Communication/SMaC

Proj Prog Mgmt Advisor:

The Social Media Outreach Team is responsible for managing conversations pertaining to Dell Support on Social platforms and within Dell-owned and other Third Party Communities. Its mandate is to offer outreach and resolution for customers in social media that contact Dell for assistance as well as a point of proactive solution creation/posting to enable self-help and self-service.

- Executive Communication : Manages the corporate reputation for the CEO, CMO and other senior executives by developing strategic communication materials and providing counsel that builds and reinforces Dell's thought leadership, brand favorability and customer- centric focus.

- Internal Communication : oversees global team member communication, ensuring it aligns team member understanding, acceptance, performance and motivation with the Company's corporate strategy to increase overall team member engagement.

- Brand Communications and Corporate Responsibility - builds and manages a communications program in support of the core tenets of Dell's brand including thought leadership, customer centricity and global corporate citizenship.

- Is responsible for ensuring the integration and consistency of global communication to a variety of stakeholders, including customers, team members, the media, and key influencers.

- Shapes and communicates key messages that effectively convey the Company's purpose and values, business strategy, and the value of its people and portfolio.

- Regularly consults with and advises the executive leadership team and other stakeholders on corporate communication matters to ensure strategic alignment, enhance Dell's reputation and visibility, and manage risks to business.

Some of the day to day tasks include: Early warning listening on social media and blogs, Issue containment, Public Statements on SM sites, close loop with customer & backend resolver teams, issue identification & escalation on process gaps, SME for social media interactions. This role will support all Global Social Media teams in GSD Client. The specialist will also participate in defining the program to allow for further platform expansion.

The Ideal candidate must have the following sets of skills:

- Strong communication skills: written, verbal and also in terms of crafting presentations for an executive audience. This should be accompanied by the ability to craft communications intended for the contact center agent population as well to heighten visibility and awareness of social media across the support organization. The candidate will also be required to connect Social Support teams with Social Marketing and Governance in Dell.

- Another critical area is Social Media domain expertise as well as a background in Digital Marketing to provide know-how and brand guidance to promote the Social Support alternative and also encourage the eco-system to promote Dell proactive solutions and attract/increase customers- traffic on our Social and eSupport platforms.

- Understanding of customer point-of-need scenario, warranty entitlements, boundaries, solution orientation and NPS mind-set. The candidate should have experience/interest in both social media and digital marketing and should be able to suggest innovative ideas where the added value can be found.

- Prior experience in managing internal communications across a variety of stakeholders.

- Distribution of executive messages, preparation of presentations and internal memos, and moderating meetings to share information.

- Building branding strategies for employee use.

- Bachelor's or master's degree in marketing, communication, business or related field

- 5 to 10 years of experience

Willingness to work between 02.00PM to 10.00PM (IST)