Role Summary:

You will own the digital CRM charter for social media and email: response management, SLA governance, complaint resolution, influencer handling, issue elimination and technology enablement. You will lead high‑performing partner teams and work closely with Circle CX, Network, Billing, Digital and Marketing to ensure fast, empathetic and consistent responses, and to embed the customer voice into fulfilment, service assurance and billing journeys.

Your mandate is simple: make social and email the most trusted, human and effortless ways for customers to reach us—and make that impact visible in our metrics and reputation.

Key Responsibilities:

Always‑On Response & Complaint Management (Social Email)

- Deliver an always‑on digital experience, ensuring the quickest possible turnaround time for customer service‑related mentions on social media and all customer emails.
- Ensure every response reflects a caring, transparent, customer‑first tone, with clear outcomes and confirmations—not just ticket closures.

Quality of Advisors & Interactions

- Hire, assess and coach advisors who are passionate about solving customer problems, not just handling volumes.
- Continuously sharpen templates, playbooks and knowledge bases so advisors can resolve issues right the first time and speak in a simple, human language.

Rigor on Issue Resolution & Process Fixes

- Track and govern metrics such as response time, quality of resolution, repeat issues, and issue elimination for social and email.
- Highlight process gaps backed by data and drive them to closure, not just escalation.





Using technology to serve customers better

- Champion tools and platforms that make it easier to listen, respond and act—social listening, case management, email platforms and analytics.
- Influence senior stakeholders with clear, data‑backed stories of how decisions on processes, products and policies impact real customers.

Skills & Competencies:

- Creativity & innovative thinking – ability to design fresh, human responses and journeys, not just follow scripts.
- Strong planning and execution management – from daily operational rhythm (queues, SLAs, rosters) to long‑term CX roadmaps.
- Strong analytical ability to review, analyse and understand trends, and forecast the impact of improvement initiatives on complaints, NPS and churn.
- Excellent relationship management and negotiation skills with internal stakeholders and partner BPOs.
- Agile, self‑driven and proactive, with a clear bias for action and ownership.
- High ability to influence at all levels – from advisors and team leaders to CX leadership and partner management

Experience & Educational Background:

- 7 years of experience in social media, digital marketing and/or digital customer service (including email).
- Strong telecom and/or BPO/contact centre experience, with deep understanding of CX metrics, partner governance and high‑volume digital service environments.
- Proven track record of taking voice‑of‑customer insight from identification through root‑cause analysis to implemented fixes.
- Graduate in any discipline; MBA/PGDM in Marketing, Digital, CX or related fields preferred.

📌 Lead - Social Media Experience (Gurugram)
🏢 Airtel Africa
📍 Gurugram