IndiGo - Associate Director - Social Media/Customer Experience

- Monitor and manage our brand's online reputation across social media platforms, forums, review sites, and other online channels.

- Utilize social listening tools to monitor mentions of the brand online, identify trends, and proactively address potential reputation issues.

- Respond promptly and professionally to customer feedback, complaints, and grievances on social media platforms, aiming to resolve issues effectively and maintain positive customer relationships.

- Develop and enforce social media guidelines and policies to ensure consistency, compliance, and brand integrity across all online channels.

- Develop and implement strategies for handling online crises or controversies effectively, including drafting crisis communication plans and coordinating responses across relevant teams.

- Collaborate with cross-functional teams, including marketing, customer service, and public relations, to ensure consistency in messaging and alignment with brand values.

- Establish & leverage partnerships with relevant organizations to enhance the brand's reputation and credibility online.

- Stay informed about current social media trends, best practices, and emerging technologies to continually optimize our online reputation management strategies.

- Monitor social media metrics and analytics to track the effectiveness of reputation management efforts, identify areas for improvement, and provide regular reports to stakeholders with actionable insights for the brand. Benchmark analysis to identify areas of enhancement and best practice adoption

- Set up reporting mechanism to create hourly/ weekly/ monthly ORM reports on various metrics, data points and insights

- Oversee content moderation efforts to maintain a positive and inclusive online environment, identifying and addressing any inappropriate or offensive content.

- Drive efficiencies - Manage First response time and overall resolution

- Team - Provide guidance and training to internal teams on best practices for social media communication, crisis management, and sensitivity in online interactions. Drive employee engagement. Regularly assess training needs to fill performance gaps and provide feedback on an employee's performance, helping to develop an employee's skills where needed, and address performance problems

- 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.

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers.

Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their - but not limited to - gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status"