Manager - Social Media (ORM)

Job 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.

Must be comfortable with rotational shifts and rotational offs

"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"