Social Media Manager

Position: Social Media Manager
Location: Kochi
Qualification: MBA in Marketing / Communication OR Post-Graduate Degree in Digital Marketing / Brand Management
Experience: 7 Years social media operations across Instagram Facebook YouTube X and Google Reviews
CTC: 10–15 LPA (Negotiable based on experience)

Key Responsibilities

* Manage end-to-end social media operations across Instagram Facebook YouTube X and Google Reviews.
* Develop and implement Social CRM strategies to manage high-volume consumer interactions.
* Monitor brand sentiment consumer feedback and online reputation.
* Ensure timely and brand-aligned responses to comments DMs reviews and mentions.
* Lead social media crisis management and handle sensitive complaints allegations misinformation and negative virality.
* Develop and implement social media response policies SOPs escalation matrices and SLAs/TATs.
* Coordinate with Legal PR Customer Service Marketing and Retail Operations for escalations and crisis resolution.
* Lead mentor and manage a team of 4–8 Social Media Executives/Moderators.
* Conduct training on crisis handling brand voice customer psychology and social communication.
* Track sentiment trends response SLAs escalation volumes and platform-wise performance.
* Prepare dashboards and reports using Advanced Excel / Looker Studio.
* Provide data-driven insights and recommendations to senior management.
* Manage Meta Business Suite Google Reviews YouTube Studio X dashboards and social listening tools.
* Ensure compliance with brand guidelines legal sensitivities and consumer protection requirements.
* Act as the bridge between digital consumers and internal stakeholders to safeguard brand reputation.