Manager - Social Media & Online Reputation Management - Hospitality

- Candidate will be responsible for managing Social Media platforms for clients.

- Will have to device Social Media strategies for brands.

- Will have to create and generate content as per the strategy.

- Update, information on Social Media sites like Twitter, Facebook etc.

- In depth knowledge and understanding of social Media platforms like Facebook, Twitter etc.

- Provide analysis, recommendations and build strategy as per requirements.

- Research and administer Social Media tools in support of clients Social Media strategy.

- Over all count for negative mentions should be less than 1% of the total mentions per month

- Average First Response Time for the negatives to be maintained at less than 45 mins

- To ensure weekly social media report to Senior Management to be prepared

- To ensure all social mentions are captured through the online reputation management tool and responded on a daily basis

- Coordinate with the Member Relation team asking them to resolve cases within defined Turn Around Times (7 days and 45 days for non-cancellation and cancellation cases respectively)

- Conduct sentiment analysis and complain resolution analysis and arrive at insights to better manage brand reputation

- New feature development in the online reputation management to meet the business demands

- Ensure timely follows up and closures to cases where contact details haven- t been shared

- Ensure daily, weekly and monthly reports are reached on time and numbers matched up to the deck prepared for the Senior Management

- To Audit on selective social media channels to identify any mentions unanswered or not attended to and guide the agency team accordingly

- To ensure a concluding message is posted to ensure cases are closed