Job Description
• Monitor social media platforms for brand mentions, user comments, feedback, and complaints; manage community responses using approved templates and response matrices.
• Conduct active social listening and ORM monitoring across digital and social media platforms; tag and segment mentions by sentiment, themes or subthemes category.
• Track industry updates, emerging trends, and potential crisis events; send timely escalation alerts to internal teams and clients via defined communication channels.
• Analyse brand performance against competitors and identify reputational risks proactively.
• Prepare and deliver weekly/monthly ORM and social listening reports along with ad-hoc insight reports as required.
• Generate actionable insights from conversation trends, sentiment analysis, stakeholder discussions, and competitor/industry developments.
• Maintain accurate documentation and trackers; ensure compliance with client processes and platform regulatory communication guidelines.
• Coordinate with internal teams and clients for issue escalation, response approvals, and resolution tracking.



Requirements
• Any graduate; degree in Mass Media / Communications preferred.
• 1–3 year of experience in social listening, ORM, digital monitoring, or community management.
• Excellent written and spoken English communication skills.
• Proficiency in MS Excel, PowerPoint, and Word.
• Familiarity with social listening / ORM monitoring tools is an advantage.
• Robust analytical mindset with keen attention to detail.
• Ability to manage multiple deliverables within defined turnaround times in a fast-paced environment.
• Social-media savvy and eager to upskill continuously. WORK SCHEDULE FLEXIBILITY This is a full-time hybrid role based in Mumbai. Given the nature of digital monitoring work, the role requires flexibility in shift timings and working days. Candidates must be comfortable with:
• Flexible/rotational shift timings as per monitoring requirements.
• Split week-offs (days off may not fall on consecutive days or on weekends).

📌 Social Media Analyst (Mumbai)
🏢 AGR Knowledge Services
📍 Mumbai