Key Responsibilities:

▪ Define the strategy, tactics, and business requirements, for the creation of a community platform on the company's social media platforms

▪ Partner with Content lead to stimulate engagement and conversations

▪ Build and grow a vibrant community, as well as to cultivate evangelists among current customers.

▪ Leverage the community to survey, test and learn about customers- needs, product reviews, current product ideas, a company's strengths and weaknesses vs. competition.

▪ Attain proficiency in available tools to subsequently evangelize said tools to colleagues and stakeholders.

Experience with Talkwalker is a must.

▪ Accountable for deciphering what is important, meaningful data and then communicating the concise story in a way that allows the business to make decisions based off the reports.

▪ Social listening tool setup including keywords, query parameters and dashboards

▪ Pull and interpret data from social listening tools including volume, sentiment, conversation drivers, influencers, etc.

▪ Share case studies and best practices with brand and marketing teams in defined forums

Social Listening/Response:

▪ Create a process that will monitor social channels (e.g., Facebook, Twitter, blog postings) for consumer complaints, sentiment, questions, and inquiries. Provide timely, sincere and compelling solutions/feedback to resolve issues, and engage the consumers.





▪ 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 and loyalty.

▪ Identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.

Social Listening Analytics:

▪ Define and track the performance metrics of the community strategy.

▪ Establish performance metrics for customer care, social listening/response, and community effectiveness

Skills Required

● Bachelor’s Degree in Marketing, Communications or related educational concentration

● 4+ years professional experience in marketing/business analytics

● At least 4+ years of successful track record in developing and deploying successful strategies and programs in social listening/response and community

● Fluent in English and local language needed for the role

● Be able to properly set expectations with stakeholders based on program scope, reporting schedules and follow through on delivery.

● Excellent written and verbal communication skills and proven ability to transform data into a concise, yet compelling story.

● Ability to synthesize information and produce insightful and accurate analysis and recommendations.

● Highly organized and impeccable attention to detail. Able to handle multiple projects simultaneously and deliver accurate reports without grammatical or data errors.

● Strong sense of responsibility, takes ownership, self-starter and proactive attitude.

● Collaborative, team-orientated, but not afraid to propose the right recommendations for the business

📌 Freelance Social Media Listening Lead (Mumbai)
🏢 Flexing It®
📍 Mumbai