Position: Social Media Manager
Location: Kochi
Qualification: MBA in Marketing / Communication OR Post-Graduate Degree in Digital Marketing / Brand Management
Experience: 7+ Years social media operations across Instagram, Facebook, YouTube, X and Google Reviews
CTC: 10–15 LPA (Negotiable based on experience) Key Responsibilities * Manage end-to-end social media operations across Instagram, Facebook, YouTube, X and Google Reviews.
* Develop and implement Social CRM strategies to manage high-volume consumer interactions.
* Monitor brand sentiment, consumer feedback and online reputation.
* Ensure timely and brand-aligned responses to comments, DMs, reviews and mentions.
* Lead social media crisis management and handle sensitive complaints, allegations, misinformation and negative virality.
* Develop and implement social media response policies, SOPs, escalation matrices and SLAs/TATs.
* Coordinate with Legal, PR, Customer Service,



Marketing and Retail Operations for escalations and crisis resolution.
* Lead, mentor and manage a team of 4–8 Social Media Executives/Moderators.
* Conduct training on crisis handling, brand voice, customer psychology and social communication.
* Track sentiment trends, response SLAs, escalation volumes and platform-wise performance.
* Prepare dashboards and reports using Advanced Excel / Looker Studio.
* Provide data-driven insights and recommendations to senior management.
* Manage Meta Business Suite, Google Reviews, YouTube Studio, X dashboards and social listening tools.
* Ensure compliance with brand guidelines, legal sensitivities and consumer protection requirements.
* Act as the bridge between digital consumers and internal stakeholders to safeguard brand reputation.

📌 Social Media Manager (Kochi)
🏢 HIRESTAR JOB BANK
📍 Kochi