Senior Manager - Online Reputation Management (5-7 yrs)
Responsibilities :
- Handling an ORM team for various brands and being the touch point for customers to interact with company on social media platforms. Handling and routing escalations to resolution
- Creative thought process to response management
- Collaborate with other departments (customer service/relations, Operations etc.) to ensure any open customer query is addressed with proper update of the resolution
- Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification
- Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information
- Identify leads based on popular topics of discussion on social media and communicate product availability to drive sales
- Ensuring the accurate reporting to Clients and Management is done as per agreed deadlines
- Ensuring all systems and processes are being followed at all levels
- Managing the Quality and Productivity KPIs
- Managing all allocated clients and their interactions
- Ideating for Processes, Business and Organizational growth areas
Requirements :
- Proven working experience in social media customer management
- Excellent consulting, writing, presentation and communication skills
- Demonstrable social networking experience and social analytics tools knowledge
- Must have experience of using an ORM tool
- 5 to 7 years
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
