Social Media Manager

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.