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Key Responsibilities:
▪ Define the strategy, tactics, and business requirements, for the creation of a community platform on the company's social media platforms
▪ Partner with Content lead to stimulate engagement and conversations
▪ Build and grow a vibrant community, as well as to cultivate evangelists among current customers.
▪ Leverage the community to survey, test and learn about customers- needs, product reviews, new product ideas, a company's strengths and weaknesses vs. competition.
▪ Attain proficiency in available tools to subsequently evangelize said tools to colleagues and stakeholders.
Experience with Talkwalker is a must.
▪ Accountable for deciphering what is important, meaningful data and then communicating the concise story in a way that allows the business to make decisions based off the reports.
▪ Social listening tool setup including keywords, query parameters and dashboards
▪ Pull and interpret data from social listening tools including volume, sentiment, conversation drivers, influencers, etc.
▪ Share case studies and best practices with brand and marketing teams in defined forums
Social Listening/Response:
▪ Create a process that will monitor social channels (e.g., Facebook, Twitter, blog postings) for consumer complaints, sentiment, questions, and inquiries. Provide timely, sincere and compelling
solutions/feedback to resolve issues, and engage the consumers.
▪ Monitor community conversations; address immediately negative feedback and concerns and develop an organized system to learn from community feedback and make recommendations on how to improve customer experience and loyalty.
▪ Identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.
Social Listening Analytics:
▪ Define and track the performance metrics of the community strategy.
▪ Establish performance metrics for customer care, social listening/response, and community
effectiveness
● Bachelor’s Degree in Marketing, Communications or related educational concentration
● 4+ years professional experience in marketing/business analytics
● At least 4+ years of successful track record in developing and deploying successful strategies and programs in social listening/response and community
● Fluent in English and local language needed for the role
● Be able to properly set expectations with stakeholders based on program scope, reporting schedules and follow through on delivery.
● Excellent written and verbal communication skills and proven ability to transform data into a concise, yet compelling story.
● Ability to synthesize information and produce insightful and accurate analysis and recommendations.
● Highly organized and impeccable attention to detail. Able to handle multiple projects simultaneously and deliver accurate reports without grammatical or data errors.
● Strong sense of responsibility, takes ownership, self-starter and proactive attitude.
● Collaborative, team-orientated, but not afraid to propose the right recommendations for the business
.
FMCG
4+ years
1
8 months
4+ years
On-Site - Mumbai
8 months
6+ years
On-Site - Mumbai
8 months
8+ years
Hybrid - Bengaluru
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