Social Media Manager
Location: Kochi
CTC - Best in Industry
About the Role
We are looking for an experienced Social Media Manager to lead and safeguard the online presence of a large, multi-location jewelry retail brand. This role goes far beyond content posting -it is a brand reputation, consumer engagement, and crisis-handling leadership position.
You will be responsible for managing high-volume social interactions, online reputation, crisis communication, escalation governance, and leading a dedicated social media team while working closely with marketing, customer service, legal, and retail operations.
Key Responsibilities
Social Media & Reputation Management
- Own end-to-end social media operations across platforms (Instagram, Facebook, YouTube, X, Google Reviews etc.).
- Develop and implement Social CRM strategies to manage consumer conversations at scale.
- Monitor brand sentiment, consumer feedback, and public perception continuously.
- Ensure timely, brand-aligned responses to comments, DMs, reviews, and mentions.
Crisis & Escalation Handling
- Act as the primary owner for social media crisis management.
- Identify potential reputation risks early and recommend preventive actions.
- Handle sensitive customer complaints, allegations, misinformation, and negative virality with maturity and precision.
- Define and enforce escalation governance frameworks across teams.
- Coordinate with Legal, PR, Customer Care, and Senior Management during crises.
Policy, Process & Governance
- Design and maintain social media response policies, SOPs, and escalation matrices.
- Set SLAs and TATs for response and resolution across platforms.
- Ensure compliance with brand tone, legal sensitivities and consumer protection guidelines.
- Educate internal teams on do's & don'ts of social communication.
Team Leadership
- Lead, mentor, and manage a team of 4 - 8 social media executives/moderators.
- Allocate workloads, review responses, and ensure consistent quality.
- Conduct regular training on crisis handling, brand voice, and customer psychology.
- Drive accountability and performance through structured reviews and reporting.
Cross-Functional Collaboration
- Work closely with:
- Marketing & Brand teams for campaigns and launches
- Customer Service for complaint resolution
- Legal team for sensitive or defamation-related cases
- Retail Operations for store-level escalations
- Act as the bridge between digital consumers and internal stakeholders.
Reporting & Analytics
- Track and report on:
- Sentiment trends
- Response SLAs & TATs
- Escalation volumes
- Platform-wise performance
- Create dashboards and reports using Excel / Looker Studio.
- Provide insights and recommendations to leadership based on data.
Qualifications
Mandatory
- MBA in Marketing / Communication OR Post-Graduate degree in Digital Marketing / Brand Management
Preferred
- Certification in Social Media Management / Online Reputation Management
Experience Requirements
- 7+ years of overall professional experience
- 3 - 5 years specifically managing:
- Large retail or multi-location brands
- High-volume social comments and DMs
- Online crisis and reputation management
- Proven experience managing and leading teams of 4 - 8 members.
Skill Set
- Social CRM strategy development
- Reputation risk assessment
- Crisis communication & damage control
- Escalation governance & SOP creation
- Policy framework design
- Sentiment analysis & monitoring
- SLA & TAT tracking
- Strong cross-functional coordination
- Legal sensitivity & judgment
- Leadership, decision-making, and team control
Technical Knowledge
- Meta Business Suite ( Inbox & comment management )
- Social Listening & Monitoring tools
- Google Reviews backend management
- YouTube Studio moderation tool
- X (Twitter) dashboards
- CRM integration workflows
- Advanced Excel & Looker Studio reporting
- Basic understanding of:
- Defamation and reputational risks
- Consumer complaint escalation protocols
What We're Looking For
- Calm and composed under pressure
- Strong judgment and decision-making skills
- Deep understanding of consumer psychology
- Brand-first mindset with legal awareness
- Ability to balance empathy with firmness
- Experience handling sensitive, public-facing situations
Why Join Us
- Fast-Growing Global Brand 38 years of experience with 30,000+ crore turnover, 11M+ customers across 12 countries.
- Opportunity to manage a high-visibility luxury retail brand
- Leadership role with real impact on brand reputation
- Work closely with senior management and cross-functional teams
- Dynamic environment with scope to build and scale processes
If you meet the above requirements and are driven by precision, professionalism and performance, we invite you to be part of our corporate aviation services, at the Joyalukkas Group.
Apply now:
- Email: [Confidential Information]
About the Company
In 1956, Alukka Joseph Varghese opened a small retail jewellery store in Thrissur, Kerala. His son, Joy Alukkas built on his legacy, playing a key role in Alukkas expansion into the Middle East and further afield. Today, popularly known as Joyalukkas Jewellery, it is the largest retail jewellery chain in the world owned by a single family and offers customers the option to choose from over one million exquisitely designed pieces of jewellery in gold, diamond, precious stone, platinum, Polki and pearl. Always evolving with the latest trends in jewellery, Joyalukkas combines heritage and modernity in equal measure, with creations ranging from timeless vintage pieces rooted in India's glorious past to elegant, modern pieces crafted in 18k gold. The pieces adhere to the highest quality standards, with Joyalukkas being the first jeweller in the Middle East to get the ISO 9001:2000 certification. With the concept of beauty in every piece at its heart, Joyalukkas has been honoured with multiple awards including the prestigious Dubai Quality awards. The Joyalukkas brand today has earned the tag of the world's favourite jeweller thanks to this focus on quality and the superlative service excellence of the entity's customer facing talent. Over the years, the company has thrived and grown at an exponential rate. It operates more than 190 stores worldwide spread across 12 countries in addition to online stores and has 10000 plus talent. Based on this solid foundation, Joyalukkas Jewellery has expanded into other businesses like Joyalukkas Exchange, Jolly Silks, Joyalukkas Lifestyle Developers, Luxury Aviation, and Mall of Joy, all of which come under the Joyalukkas Group. With a history of challenging the norms and holding high the flag of an unrivalled legacy, the Joyalukkas Group continues its quest to grow and scale as it expands its presence across the world.
Industry
Retail
Company size
10,000-15000 employees
Founded
1988
