JOB PURPOSE

• To start 24X7 social media command center
• To ensure the consistent tone of voice
• To safeguard the online reputation of GMR Brand
• To offer a world class experience to the passengers and partners
• To maintain cordial relationship with all internal and external stakeholders

ORGANISATION CHARTAccountabilities Key Performance IndicatorsAdherence to Agency SLAs and processes

• Compliance with social media playbook, escalation metric & SOP
• Maintain Response time
• Compliance of social media security guidelines
• Initiating and closing everything on social media tool

Supervise shift

• Escalate critical issues internally and ensure closure
• Handle all critical social media mentions
• Overall response management
• Good writing skills
• Smooth handover to next shift

Report generation

• Generating shift wise monthly & customized reports
• Good in ppt & excel

Key AccountabilitiesAccountabilities Key Performance IndicatorsCrises Management

• Timely escalation of all crises situations as per defined escalation metric
• Liaise with Head of Media Relations

Stakeholder Management

• Meeting all internal & external stakeholders regularly
• Ensuring steady flow of information

Support in social media content

• Give strategic inputs for social media campaign
• Support in execution wherever required

Agency Management

• Accountable for agent’s delivery
• Regular interaction with front end and backend team of the agency

EXTERNAL INTERACTIONS

• Working closely with passengers and partners
• Responding to social media mentions
• Handle important mentions of influencers, verified handles and Govt functionaries

INTERNAL INTERACTIONS

• Support to all departments at DIAL
• Timely escalate all critical issues internally and ensure closure
• Work closely with the Head of Media Relations, SPOCs and SCMs and maintain cordial relationship

FINANCIAL DIMENSIONSOther DimensionsEDUCATION QUALIFICATIONS Bachelor of Arts/Mass Communications/English Hons Knowledge of social media toolRelevant Experience Minimum 4 years of experience in response management preferably social mediaCOMPETENCIES

• Accountability
• Media Release & Media Monitoring
• Media Planning
• Media Design