Shift Incharge Social Media
3 weeks ago
• To start 24X7 social media command center
• To ensure the consistent tone of voice
• To safeguard the online reputation of GMR Brand
• To offer a world class experience to the passengers and partners
• To maintain cordial relationship with all internal and external stakeholders
Accountabilities Key Performance Indicators
Adherence to Agency SLAs and processes
• Compliance with social media playbook, escalation metric & SOP• Maintain Response time
• Compliance of social media security guidelines
• Initiating and closing everything on social media tool
Supervise shift
• Escalate critical issues internally and ensure closure• Handle all critical social media mentions
• Overall response management
• Good writing skills
• Smooth handover to next shift Report generation • Generating shift wise monthly & customized reports
• Good in ppt & excel
KEY ACCOUNTABILITIES
Accountabilities Key Performance Indicators Crises Management • Timely escalation of all crises situations as per defined escalation metric
• Liaise with Head of Media Relations
Stakeholder Management • Meeting all internal & external stakeholders regularly
• Ensuring steady flow of information
Support in social media content • Give strategic inputs for social media campaign
• Support in execution wherever required
Agency Management • Accountable for agent’s delivery
• Regular interaction with front end and backend team of the agency
EXTERNAL INTERACTIONS
- Working closely with passengers and partners
- Responding to social media mentions
- Handle important mentions of influencers, verified handles and Govt functionaries
- Support to all departments at DIAL
- Timely escalate all critical issues internally and ensure closure
- Work closely with the Head of Media Relations, SPOCs and SCMs and maintain cordial relationship
Bachelor of Arts/Mass Communications/English Hons
Knowledge of social media tool
Minimum 4 years of experience in response management preferably social media
COMPETENCIES- Entrepreneurship
- Capability Building
- Social Awareness
- Planning & Decision Making
- Execution & Results
- Strategic Orientation
- Problem Solving & Analytical Thinking
- Networking
- Personal Effectiveness
- Teamwork & Interpersonal influence
- Stakeholder Focus
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