Shift Incharge Social Media
6 months ago
Location: Delhi, IN- Company: Delhi Intl Airport Ltd**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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