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.