Social Media Analyst

About Sprinklr

Sprinklr is a leading AI-native platform for Unified Customer Experience Management (Unified-CXM) that enables brands to deliver exceptional experiences consistently across all customer touchpoints. By integrating human insight with AI capabilities, Sprinklr helps global brands build trust and loyalty through personalized and efficient customer interactions. Its unified platform serves various customer-facing teams, including social media management, marketing, advertising, customer feedback, and omnichannel contact center management. Over 1,900 enterprises, including 60% of the Fortune 100, rely on Sprinklr worldwide.

Role Overview

The Social Media Analyst will develop a deep understanding of client brands and their social media presence. Key responsibilities include monitoring and moderating client social channels, posting content on platforms such as Facebook, Twitter, Instagram, YouTube, Pinterest, and blogs, and crafting brand-appropriate responses to user engagement. The analyst will also manage campaign and crisis communications, research audience profiles, identify threats and opportunities in user-generated content, and track influencer engagement and competitor activities.

Responsibilities

• Understand client brands and their social media presence thoroughly.
• Monitor and moderate social channels to escalate consumer service issues, identify brand response-worthy content, and handle sensitive posts.
• Manage posting of social media content across relevant channels.
• Compose user engagement responses aligned with brand tone and language.
• Handle campaign and crisis-specific communications per brand guidelines.
• Conduct detailed research to build audience profile databases relevant to the brands.
• Recognize potential risks and opportunities in user-generated content.
• Create and implement brand advocacy programs.
• Track and engage with brand influencers and advocates.
• Monitor competitors’ social media activities.
• Analyze social media trends and prepare reports on client engagement and social activities.
• Utilize social media insights to shape future campaigns and build ROI measurement frameworks.
• Stay updated with evolving social media trends and online behaviors to leverage them effectively.
• Identify possibilities to develop scalable social media programs that maximize outcomes.

Required Skills & Qualifications

• 1-4 years of experience as a Social Media Analyst or equivalent social media role, preferably within a similar industry.
• Proficiency with social media management tools such as Sprinklr, TweetDeck, HootSuite, and Sprout Social.
• Excellent verbal and written English communication skills.
• In-depth knowledge of social platforms including Facebook, Twitter, Instagram, YouTube, and others.
• Capability to mentor and inspire team members.
• Strong client-facing abilities and understanding of brand utilization of social spaces.
• Ability to interpret large volumes of content to derive actionable insights and make informed decisions.
• Experience working under challenging, dynamic conditions while maintaining high accuracy in output.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Google suite tools (Docs, Calendar, Apps).
• Bachelor’s degree in Engineering, Science, Business, or Mass Communication with at least 60% aggregate, preferably from a reputed institution.

Why Join Sprinklr?

• Driven by the mission to transform customer-brand relations across all departments using social technology.
• Culture that encourages passionate teamwork, risk-taking, and a supportive environment where employees grow and succeed together.
• Work on an industry-leading, comprehensive enterprise social technology platform endorsed by major global brands and recognized by industry evaluations.
• Comprehensive benefits supporting personal well-being, including health coverage where applicable and paid time off for rest and family time.
• Structured mentoring programs to foster purposeful talent development.
• Commitment to equal employment opportunity and fostering an inclusive workplace where diversity is valued and respected.

Additional Information

Sprinklr maintains a strict policy against recruiting scams and advises candidates to be cautious of any solicitations requesting payments or unusual personal information during the hiring process. Reasonable accommodations are available upon request during interviews to support candidates with disabilities.