Manager Social Media - CE

• Have sound understanding of all major social media platforms (Facebook, Instagram, Twitter, Linkedin, YouTube, Tripadvisor)
• Excellent written & verbal communication & negotiation. Content writing ability will be preferred.
• Understand and address consumer queries effectively and actively on social media platforms. Pacify the customers/social audience/influencers by giving proper resolutions in line with policies and empowerment.
• Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.
• Actively draft and publish communication for pro-active social care for customers.
• Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.
• Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases.
• Tag/Categorize the cases as per the respective departments.
• Share feedback with the respective departments/Airport wherever required.
• Build brand love and drive positive engagement on social media platforms.
• Manages social media volume with consistency and to manage their own quality of responses.
• Develops engaging, creative, innovative content/ideas for regularly scheduled posts, which enlighten audiences and promote brand-focused messages.
• Strong people management and leadership skills. Demonstrate problem solving abilities
• Ability to assess staff strengths and developmental needs. Driving productivity, quality & CSAT scores
• Conduct benchmarking reports/ exercises based on industry and cross industry observations

Qualification/Experience:

• Bachelor's or Master's Degree with upto 5 yrs of experience.
• Relevant experience in Customer Services, Complaints Handling, Online Reputation Management, Content Writing - ORM is Preferred.