Lead - Social Media - Aviation/Aerospace Firm

Designation: Social Media Lead

Department : Ecommerce & Innovations

- Manage customer service (Response Management) on Social Media.

- Monitor comments, complaints, suggestions, and feedback on social media channels and across the web.

- Respond to comments with solutions within the specified Turn Around Time (TAT)

- Co-ordinate with an external agency and internal departments to ensure a response to guests who post/tweet complaints or provide feedback on Social Media.

- Manage Online Reputation Management (ORM) process.

- Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action.

- Creation and analysis of monthly ORM report for Senior Management.

- Assist in Social Media initiatives and campaigns.

- Ideate with the Social Media agency for new ideas and initiatives.

- Implement and manage Web 2.0 Social Media products.

- To build strong relationships and develop a partnership with affiliates/business partners

- Strategize and increase revenue for the airline by using the digital channel.

Candidate's Profile:

- The candidate must be a graduate/Postgraduate with a minimum of 10 years

- The candidate should possess excellent communication and interpersonal skills.

- The candidate should have an affinity towards Social Media and Customer Service and be well versed with the processes

- The candidate should be well versed with Ms Office and this position requires the applicant to work in shifts.