Social Media Manager - Brand Reputation

Role Overview

Join our team to safeguard and enhance the brand's reputation across international markets. You will lead efforts in monitoring social media channels, detecting influencer trends and viral content, addressing customer care concerns, and adeptly managing brand crises with sensitivity and swiftness. The position requires excellent stakeholder engagement, advanced expertise in social listening technologies, and the ability to convert challenges into positive brand reinforcement.

Key Duties

• Constantly monitor social media using Sprinklr and native platforms to identify influencer activities, viral posts, and customer care issues.
• Address and respond appropriately to negative social media posts and oversee brand crisis management through social listening, reporting, and targeted content creation.
• Work closely with Marketing and Communications teams to develop strategic responses and improve customer care quality.
• Engage with senior stakeholders, managing communications with global leadership effectively.
• Collaborate with cross-functional teams located in the US, UK & Ireland, India, and Australia.
• Support the onboarding and training of new team members by sharing knowledge of processes and best practices.

Qualifications and Experience

• At least 2 years of experience handling social media community management or a related discipline, with over 4 years managing social media for prominent brands facing varied challenges.
• Strong skills in project management including the ability to manage projects from initiation to completion.
• A bachelor's degree in Communications, Social Media, Public Relations, or equivalent fields.
• Expertise in social listening tools such as Sprinklr and Brandwatch.
• Experience managing influencer relations and effectively handling crisis situations on social media.
• Background in customer service operations coupled with empathetic and strong communication abilities.
• Competence in de-escalating negative online interactions and fostering favorable outcomes.
• Proficient knowledge of major social platforms including Facebook, Twitter, LinkedIn, Instagram, TikTok, Reddit, and YouTube.

How to Apply

Interested applicants should submit their resumes referencing the "SheTeam Program Application" in the subject line.