Manager - Customer Experience &Social Media

Job Description

Job Responsibilities:
Excellent written and oral communication skills
Strong people Management & presentation skills.
Handling escalated, sensitive cases and amicably closing with the customer. (20 cases a day)
Resilience in handling difficult situations and demanding customers.
Effective skills on Root cause analysis, correction planning and execution
Required to handle Twitter, Instagram, Facebook, LinkedIn etc handle with a high user base (6.1+ lac fans & followers)
Understanding of tools like Google Analytics, Facebook Insights, Twitter Analytics, YouTube analytics, or any other social media monitoring tools.
Measure & Analyze: You’ll need to determine the KPIs (key performance indicators) that matter most to your business- Audience Growth, Audience Profile, Audience Engagement, Content Reach, Leads, Response Rate, and Quality, Negative Feedback.
Develops and manages overall social media strategy (objectives, metrics, strategies & tactics, timeline, accountabilities).
Ensures all corporate social profiles are properly claimed, optimized, promoted, and managed.
Manages brand voice of the company in social media.
Facilitates content creation
Monitor and present relevant data, trends, successes, exceptions, etc.
Monitor and analyze social conversations around the brand, competitors, and other relevant keywords
To present daily, weekly, and monthly reports to Sr. Management.
Engage with customers who reach out to us on social media, conduct thorough fact-finding by coordinating with our operations team.

• Comfortable to work in shifts and weekends/holidays.

“Be aware of and comply with his/her safety responsibilities and accountabilities as laid down in Indigo SMS Manual, Chapter Safety Policies and Objectives”.
"At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their – but not limited to - gender, race, colour, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status"