Deputy Manager Community Management

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Purpose:

The incumbent is required to manage day to day operations which involves: 

•    Utilize social listening tools to monitor online conversations and identify potential issues or opportunities. Analyze social media data to generate actionable insights.
•    Develop statements for KE’s social media space & Spokesperson account. He/She should strategize & suggest content ideas that neutralize the space & build positive narrative. Collaborate with other departments to ensure brand consistency and messaging.
•    Managing to Customer Care queries on social media platforms. Track and analyze agent performance metrics.
•    Manage and coordinate with agencies on SCRM, Listening tools and Media tool.
•    Share statistical and analytical reports related to social media and website 
•    Ensure timely updates of information on Corporate Website
•    Collaborate with Digital Media Stakeholder including Facebook Community Admins to Foster Positive Narrative

Required Education & Experience:

BBA (Marketing) with 3yrs. experience in Digital Communications or other relevant field.

Areas of Responsibility:

1    Social Listening & Community Management
Social Listening/Community Manager will monitor community conversations; address immediately negative feedback and concerns and develop an organized system to learn from community feedback and make recommendations on how to improve customer experience. Build and grow a vibrant community, as well as to cultivate evangelists among current customers.
Utilize social listening tools to monitor online conversations and identify potential issues or opportunities.
Analyze social media data to generate actionable insights.
Ensure 24/7 customer services via social media platform
Ensure social media responses are as per SOP.
Build & maintain a platform as a viable and convenient customer service tool

2    Collaborations
Collaborate with Digital Media Stakeholder including Facebook Community Admins to Foster Positive Narrative

3    Reporting
Generate regular social media reports (daily, monthly, quarterly, and annually) to analyze performance, track sentiment, and identify emerging trends.
Conduct in-depth social media trend analysis to inform strategic communications and proactively manage potential crises.
 

4    Website
Ensure KE website is updated and resolve security/functional issues
 

5    People Management
Lead and manage the Social Media team
Establish a clear performance evaluation framework, set measurable goals, and provide regular feedback to team members.
Collaborate with HR to identify training needs and implement development and reward programs
 

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.