Shift Incharge Social Media

3 weeks ago


india GMR Group Full time
JOB PURPOSE

•    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
 

ORGANISATION CHART

 

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
     
INTERNAL INTERACTIONS
  • 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
     
FINANCIAL DIMENSIONS OTHER DIMENSIONS EDUCATION QUALIFICATIONS

    Bachelor of Arts/Mass Communications/English Hons 
    Knowledge of social media tool

RELEVANT EXPERIENCE

    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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