About the Role
We’re looking for a social-first, internet-native, numbers-loving, reputation-obsessed leader to build, scale, and own our social media and online reputation engine.
This is not a “post captions and track likes” role.

We’re looking for someone who has built social media ecosystems from scratch , scaled communities, cracked both organic and paid growth , handled real-world brand conversations, managed messy ORM situations, understood what makes content travel, and still knows how to get their hands dirty when needed.

A little bit copywriter , a little bit strategist , a little bit analyst , a little bit therapist for angry comment sections. You should know what works on LinkedIn, Instagram, YouTube, X, Facebook, WhatsApp-led journeys, creator ecosystems, and emerging platforms — not theoretically, but because you’ve actually executed campaigns, read dashboards, fixed underperforming content, managed agencies, and responded to customers when things got real.
If you can think like a brand leader, move like a startup operator, and execute like a founder — we’d love to talk.

What You’ll Own
1. Social Media
You will own the brand’s social media ecosystem end-to-end — from strategy to content, from growth to analytics, and from ideas to execution.
This is the core of the role. We’re looking for someone who can build social media like a business engine, not just a publishing calendar.
You will:
Define and lead the overall social media strategy across Instagram, LinkedIn, YouTube, Facebook, X, and emerging platforms
Build platform-specific growth plans with clear audience, content, engagement, and business objectives
Create and scale social media channels, content properties, and repeatable formats from scratch
Own the social content calendar across brand, product, topical, educational, cultural, campaign-led, and engagement-led content
Lead the development of reels, carousels, long-form videos, shorts, explainers, lives, creator-led content, moment marketing, memes, polls, and other platform-native formats
Ensure every piece of content has a clear job — build trust, drive engagement, simplify products, grow community, support campaigns, or move business metrics
Drive both organic growth and paid social amplification across platforms
Work with media and performance teams to identify what content should be boosted, which audiences to target,



and how to optimise paid social outcomes
Understand and track key metrics including reach, impressions, engagement rate, follower growth, saves, shares, video views, watch time, CTR, CPL, CPM, CPV, leads, conversions, and audience quality
Build sharp dashboards and reports that convert social media performance into clear insights and action points
Use analytics to identify what is working, what is not, and what needs to change across content, formats, platforms, targeting, and messaging
Track competitors, category conversations, cultural trends, platform updates, and best-in-class social playbooks
Build and manage communities by engaging meaningfully with audiences, customers, creators, partners, and brand advocates
Identify and manage relevant creators, influencers, experts, and collaborators for social-first campaigns
Work closely with internal teams including brand, product, sales, customer service, PR, legal, compliance, media, and leadership
Manage agencies, freelancers, creators, platform partners, and production teams to deliver high-quality work at speed
Set up strong processes for briefing, ideation, approvals, publishing, performance reviews, and optimization
Maintain the brand voice across platforms while ensuring content feels human, practical, topical, and native to each platform
Stay hands-on when needed — whether that means writing a caption, sharpening a hook, reviewing a script, fixing a calendar, decoding a trend, or improving an underperforming post

2. Online Reputation Management
You will own the brand’s online reputation across digital touchpoints — making sure we listen better, respond faster, learn deeper, and protect the brand with maturity.
This is not just about replying to comments. It is about understanding what people are saying, why they are saying it, what it means for the business, and how the brand should respond.
You will:
Define and lead the overall ORM strategy across social media platforms, review platforms, app stores, search, forums, communities,



and other public digital touchpoints
Build a structured ORM framework for customer complaints, queries, appreciation, misinformation, sensitive issues, escalations, and crisis situations
Develop response playbooks, escalation matrices, tone-of-voice guidelines, turnaround-time standards, and issue-resolution workflows
Monitor brand sentiment, conversation themes, complaint patterns, recurring issues, campaign reactions, competitor mentions, and reputational risks
Work closely with customer service, legal, compliance, PR, product, operations, and leadership teams to ensure quick, accurate, empathetic, and responsible responses
Manage high-pressure digital situations with calm judgment, speed, and brand sensitivity
Ensure ORM responses are human, helpful, brand-safe, compliant, and aligned with the company’s tone
Track ORM metrics including sentiment, response time, resolution time, complaint volume, escalation volume, closure quality, recurring themes, negative conversation spikes, and platform-wise issue trends
Convert ORM data into actionable business insights for internal teams
Create regular ORM dashboards and leadership reports highlighting risks, trends, escalations, learnings, and recommended actions
Manage ORM agencies, social listening partners, response teams, and internal stakeholders to ensure smooth daily operations
Set up governance and review processes for high-risk responses, sensitive customer cases, legal/compliance issues, and crisis moments
Identify early warning signals and proactively flag reputation risks before they become larger issues
Build a system where ORM is not just reactive customer handling, but a strategic source of customer intelligence and brand trust

Requirement:

Work Experience:
5 +years of managing hands on Social media platforms. Experience in BFSI / Insurance sector would be added advantage.
Experience using social media analytics tools and the ability to tweak marketing strategies based on findings.
Creative skills for contributing new and innovative ideas
Ability to create cutting-edge social media and digital marketing content & proofreading ability
Experience with social advertising platforms such as LinkedIn, Facebook, Twitter & YouTube
Experience of managing website content will be added advantage.

Education : Management graduate from a reputed institute

📌 Lead – Social Media & ORM (Mumbai)
🏢 ManipalCigna Health Insurance Company
📍 Mumbai