Shift In-charge

4 days ago

India GMR Infrastructure Full time

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**:

- Accountability
- Media Release & Media Monitoring
- Media Planning
- Media Design

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