Manager - Social Media

The Social Media Customer Care Manager oversees the customer care operations across various social media
platforms. They are responsible for maintaining a positive brand image, addressing customer inquiries and
concerns in a timely manner, and ensuring excellent customer service experiences. This role involves managing a
team of social media customer care representatives, developing strategies to enhance customer engagement, and
analyzing metrics to measure performance and identify areas for improvement.

Key Responsibilities:

Team Leadership and Management:

o Lead and manage a team of social media customer care representatives of 70.
o Recruit, train, and onboard new team members.(Associates & Team leads)
o Set clear goals and objectives for the team and individuals.
o Provide coaching, guidance, and support to team members to help them perform at their best.
o Conduct regular performance evaluations and provide feedback for improvement.

Strategy Development and Implementation:

o Develop social media customer care strategies aligned with the overall business objectives and
customer service standards.
o Establish processes and workflows for handling customer inquiries, complaints, and feedback on
social media platforms.
o Implement best practices for engaging with customers on social media and resolving issues
effectively.
o Continuously monitor industry trends and competitor activities to refine strategies and stay
ahead.

Customer Engagement and Support:

o Monitor social media channels (e.g., Twitter, Facebook, Instagram, LinkedIn) for customer
inquiries, comments, and mentions.
o Respond promptly to customer inquiries and messages with accurate and helpful information.
o Resolve customer complaints and issues in a timely and professional manner, ensuring customer
satisfaction.
o Personalize interactions with customers and maintain a friendly and positive tone in all
communications.
o Escalate complex issues or unresolved complaints to higher management as needed.

Performance Monitoring and Analysis:

o Track key performance metrics related to social media customer care, such as response time,
resolution rate, customer satisfaction scores, and sentiment analysis.
o Analyze data and metrics to identify trends, patterns, and areas for improvement.

o Generate regular reports and insights to management to evaluate performance and make
informed decisions.
o Use analytics tools and platforms to gain deeper insights into customer behavior and
preferences.

Brand Reputation Management:

o Monitor online conversations and mentions of the brand on social media platforms.
o Address and manage any negative comments, reviews, or PR crises that may arise.
o Work closely with the PR and marketing teams to maintain a positive brand image and
reputation.
o Proactively engage with customers and brand advocates to foster positive relationships and
brand loyalty.

Cross-functional Collaboration:

o Collaborate with other departments such as marketing, sales, product, and IT to ensure a
seamless customer experience across all touchpoints.
o Share customer insights and feedback with relevant teams to drive product improvements,
marketing strategies, and business decisions.
o Coordinate social media campaigns and promotions with the marketing team to support
customer engagement and acquisition efforts.

Continuous Improvement:

o Stay updated on emerging trends, technologies, and best practices in social media customer
care.
o Seek feedback from customers and internal stakeholders to identify areas for improvement.
o Implement process improvements and innovative solutions to enhance the efficiency and
effectiveness of social media customer care operations.

Basic Qualifications

 2+ years of Social Media customer care program or project management experience
 Bachelors degree or equivalent