Lead Social Media ( Manager Service Design) - GM (Job code: JB00043006)

3 more candidate(s) also applied for this job.

Posted on - 11/01/2017

 
  • Key Skills:
    Candidate should have MBA/Post Graduate,Job experience in Relevant industry.
    Industry:
    CRM / CallCentres / BPO / ITES / Med.Trans, Telecom
  • Functional Area:
    Marketing / MR / Media Planning, Customer Service / Telecalling / Backend
    Functional Specialization:
    NA
  • Qualification:
    MBA / PGDBM
    Qualification Specialization:
    NA
  • Location:
    Mumbai
  • Experience:
    12 - 18 yrs.
  • Yearly Salary:
    Negotiable
 

JOB DESCRIPTION :

Job Title:

Job Title:  Lead Social  Media ( Manager Service Design) - GM



Qualification:  MBA/Post Graduate

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)



Experience :   Must Have 18 years.

Job Description:

Reporting to : Head - Digital Channels

Job Mandate:

The Purpose of this role is to define the social media and community care strategy in collaboration with Marketing and ensure effective implementation as per plan. Manage Jio customer service presence on the social media channels through Proactive and reactive customer engagements, influencer management

Key Responsibilities :

  • Define the social media and community care strategy in collaboration with Marketing and ensure effective implementation as per plan
  • Define framework for social  media response, governance, customer satisfaction and induce measures to reduce customer complaints and create a positive sentiment about Jio service on social media
  • Design system and support requirements for social and community
  • Manage Jio customer service presence on the social media channels through Proactive and reactive customer engagements, influencer management
  • Create including Job Descriptions, dimensioning norms, training requirements & facilitate training content
Create requirements, guidelines and SOPs for community moderators
  • Identify the key issues coming through social media and work with stakeholders to mitigate the same
  • Evaluate and deploy state-of-the-art analytic tools to highlight customer behavior across online channels
  • Create & monitor KPIs, MIS and dashboards and chart out action plan to achieve target values
  • Coordinate with IT team for vendor selection, change management, timely delivery and escalations when needed
  • Manage social and community care team, assign roles and responsibilities

 

Knowledge & Skills

Professional Qualification : Preferably - MBA., Professional experience of around 15 yrs, atleast 2-3 yrs in customer service and social/ community care,  should have min 2 yrs of NHQ exposure,  

company profile :Rel_J

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