KEY RESPONSIBILITIES
- Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible
- Connect, converse and engage with the target audience on digital platforms & across, on behalf of the brand thereby attending response management
- Promptly respond to negative comments, feedbacks, redressing complaints within client's specified turn-around time thus making the user journey with the brand worthwhile
- Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online
- Acknowledging compliments & showcasing the same on brand social media pages
- Effectively identifying and utilising social listening tools for response management
- Sharing the brand comments on real-time basis with the respective brand associates/managers
- Categorise data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully
- Assist the brand to effectively position itself, eliminate weak-links, leverage strength-points and tap the target audience by collecting, collating and sharing insights through analysis of incoming audience's comments, conversations, complaints and feedbacks about the brand
- Recommending suggestions for improvements by preparing presentation reports overconversations analysed through tool comprising the below;
- What are people talking the most about the brand- sentiment summary
- Which social platform or a blog or a review site has received the maximum buzz in terms of people talking
- Any specific enhancement people want from the brand
- Any particular aspect of existing customers dislike about the brand
- Which particular state or region from where conversations are highest or lowest
- Giving a way forward strategy and providing a new direction to the brand for making the consumer experience better
- Benchmarking our brand against competition on the same metrics
- Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action
QUALIFICATION
- Graduate or holder of UGC approved Diploma in Mass Media / Marketing Communication / Advertising or equivalent
- Certification in Digital Media / SEO / SEM / Ecommerce will be added honours
- 0-1 years of work experience with a brand, digital/social/advertising/creative/media agency
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