Senior Associate- Social Media Excellence

Key Deliverables:

• Monitor and manage customer issues across social media platforms, addressing potential escalations proactively
• Track customer sentiment and develop strategies to improve overall perception
• Maintain ownership of customer issues from initial contact to final resolution
• Create and manage dashboards to track key metrics (response time, resolution rate, sentiment improvement)

Role Responsibilities:

• Lead and manage a team of associates handling customer concerns with personalized, empathetic communication
• Develop and implement escalation protocols for swift resolution
• Collaborate cross-functionally to identify recurring issues and implement long-term solutions
• Establish Meesho as a benchmark for excellent social media management in e-commerce