Job Title: Social Listening Manager
Role Overview: This role is pivotal in shaping our brand’s online reputation and driving customer-centric strategies. The ideal candidate will possess a strong understanding of the social media landscape, be data-driven, and have exceptional analytical skills to translate data into actionable insights.
Key Responsibilities:
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Social Intelligence: Act as an expert on Social Intelligence, answering business questions compellingly.
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Social Listening Strategy: Develop and implement a comprehensive strategy, including KPIs and success metrics.
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Platform Management: Optimize our social listening platform (Sprinklr) for query development, data collection, and analysis.
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Data Analysis and Insights: Analyze social media data to identify trends, customer sentiment, and competitive insights. Generate actionable reports and presentations.
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SOP Development: Create and maintain standard operating procedures for social monitoring and listening.
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Community Management: Collaborate with the community management team to develop strategies based on insights.
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Competitive Intelligence: Monitor competitor activity to identify opportunities and threats.
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Cross-Functional Collaboration: Build strong relationships with marketing, customer service, and product development teams to share insights and drive impact.
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Research and Reporting: Conduct category-based research to support brand strategy development.
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Stakeholder Management: Educate senior members on processes and tasks related to Social Listening.
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This role involves setting up a Social Listening and Responses team for a wide range of global brands.
Qualifications:
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Bachelor’s degree in marketing, communications, or a related field.
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Expertise in Social Listening with a focus on Insights & Reporting.
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5+ years of experience in customer experience, social media, or market research.
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Strong analytical skills to extract meaningful insights from large datasets.
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Excellent communication and presentation skills.
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Knowledge of industry trends and best practices in social media and customer experience.
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Highly analytical, motivated, and decisive with project management skills.
If you are passionate and results-oriented, thriving in a fast-paced environment, we encourage you to apply.