Senior Manager - Social Media

- Minimum 12 years of experience in Social Media

- Must have handled Social Media customer escalations across platforms.

- Expertise in handling customer feedback, complaints, query resolution and grievances on social media platforms.

- Must have experience of handling escalations related to travel / airline industries. Ticketing, Reservations, Baggage, Refunds, Passengers, Tour, trips etc.

- Experience in ORM - handling online reputation management.

- Experience in grievance management and crisis communication on social media

- Should be well versed with social media management, online reputation management / community management, social media platforms and algorithms.

- Should be monitoring social media metrics and analytics.

- Expertise in social listening tools to monitor mentions of the brand online, identify trends, and proactively address potential reputation issues

- Should have worked on online brand reputation