ANAGRAM MEDIA LABS
Senior Associate – ORM & Social Listening
Location: Okhla Phase 1, New Delhi
Employment Type: Full-Time
Experience: 2–4 Years
Department: Social Media & Digital Reputation
ABOUT THE ROLE
Anagram Media Labs is looking for a Senior Associate – ORM & Social Listening to own online reputation management and social listening for brands across industries. This is a live operations role with ownership — you will be the primary point of accountability for brand perception across digital platforms, managing conversations, enforcing SLA response timelines, tracking sentiment, and helping clients navigate routine queries as well as high-stakes reputation risks.
At this level, you are expected to work with minimal supervision, mentor junior team members, and actively contribute to client reporting and escalation decisions. Starting with a high-engagement brand portfolio, you will also extend your scope to additional clients over time.
KEY RESPONSIBILITIES
Monitoring & Response
- Monitor and respond to comments, DMs, reviews, and brand mentions across Instagram, Facebook, Google My Business, YouTube, and other relevant platforms
- Handle customer queries, complaints, and escalations with clarity, composure, and brand-appropriate tone
- Follow defined escalation protocols and coordinate with account and client teams for timely resolution
SLA Adherence & Response Timeliness
- Own and enforce SLA response timelines across all assigned brand accounts — First Response Time (FRT) target of 30–60 minutes for critical issues and within 2–4 hours for standard queries during active hours
- Ensure 100% response coverage on all tagged mentions, DMs, and reviews with zero backlog carried beyond the agreed SLA window
- Classify incoming conversations by urgency (P1 Crisis / P2 Escalation / P3 Routine) and route accordingly within defined time thresholds
- Track and report weekly SLA compliance rates per brand — flagging breaches, root causes, and corrective actions to the account lead
- Maintain a breach log for any SLA miss, with documented reason and resolution timeline, to share with client SPOCs in monthly reviews
- Tag, categorize, and track all inbound conversations — including sales enquiries, service complaints, sentiment signals, and product feedback
- Maintain response logs and daily trackers to ensure no conversation falls through the cracks
- Identify patterns in volume, tone, and intent across platforms and surface insights to the team
Social Listening
- Use social listening tools (Simplify360, Meltwater, or similar) to track brand mentions, campaign sentiment, competitor conversations, and emerging risks
- Monitor for sudden spikes in negative sentiment or viral threads and flag them immediately
- Contribute to listening reports with key themes, risks, and opportunities for the brand team
Reporting
- Compile weekly and monthly ORM reports covering response volume, sentiment trends, key themes, escalations, and risks
- Maintain dashboards and trackers that give the client and account team a real-time view of brand health
WHAT WE'RE LOOKING FOR
You don't need years of experience — but you do need the right instincts and attitude for a live operations role.
Experience
- 2–4 years of hands-on experience in ORM, social media moderation, community management, or digital customer support — preferably at a digital or communications agency
- Demonstrated experience owning SLA adherence and response operations across multiple brands or accounts simultaneously
- Prior experience working with high-volume, customer-facing brands across any sector (telecom, BFSI, e-commerce, hospitality, FMCG, or similar)
- Exposure to social listening tools and sentiment reporting — Simplify360, Meltwater, Brandwatch, or equivalent
- Experience mentoring or guiding junior team members is a plus
Skills & Attributes
- Strong written communication in English — clear, calm, and brand-safe even under high-pressure or crisis situations
- Experienced in de-escalating frustrated or angry customers with empathy, authority, and professionalism
- Confident working independently across multiple brand accounts with competing priorities and SLA clocks
- Strong analytical mindset — able to spot patterns in conversation data, sentiment shifts, and volume spikes before they become problems
- Comfortable owning client-facing reports and contributing to monthly review decks
- Detail-oriented with a structured approach to tracking, tagging, and documentation
TOOLS YOU MAY WORK WITH
- Social Listening: Simplify360, Meltwater, Brandwatch, or similar
- Platforms: Instagram, Facebook, Google My Business, YouTube, Twitter/X, LinkedIn
- Reporting: MS Excel / Google Sheets, internal trackers
WHY ANAGRAM MEDIA LABS
- Work across a diverse brand portfolio — real estate, lifestyle, consumer, and more
- Learn from a team that handles ORM and social strategy at scale
- Opportunity to grow from execution into strategy and account management over time
- Flat structure, collaborative culture, and direct exposure to senior client conversations
To apply, send your CV and a brief note on why you're a good fit to [Confidential Information]
