Social Media Shift Incharge

7 days ago


Delhi, Delhi, India GMR Group Full time
Job Purpose

To safeguard the online reputation of GMR Brand by maintaining a 24X7 social media command center. Ensure a consistent tone of voice and offer a world-class experience to passengers and partners. Foster cordial relationships with internal and external stakeholders.

Accountabilities
  • 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
  • Crises Management
  • Liaise with Head of Media Relations
  • Timely escalation of all crises situations as per defined escalation metric
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
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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