National Head | BFL Organization Reputation Management|JR00110275

Job Reference
• JR0011XXXXXX

Job Summary
• National Head - BFL Organization Reputation Management

Job Purpose

THE ROLE IS RESPONSIBLE FOR BRAND REPUTATION ON SOCIAL MEDIA PLATFORMS. IT IS A SENIOR ROLE IN CHARGE OF BOTH PROACTIVE AND REACTIVE ENGAGMENT BY THE BRAND ACROSS SOCIAL MEDIA, THAT ADD UP TO ITS OVERALL ONLINE REPUTATION.

Job Duties & Key Responsibilities
• Duties and Responsibilities - DEVELOP A WINNING STRATEGY FOR SOCIAL MEDIA  Develop and articulate a compelling and high-quality social media strategy to create and sustain a favourable brand image for Bajaj Finance Ltd and its products and services.  Effectively reflect the company’s culture of being a customer-focused brand on social media  Build love for the brand through positive brand engagement ideating and deploying meaningful content and creative campaigns across social media channels  Lead the brand into becoming a responsive and trusted persona on social media  Own the brand's visibility – create a preference for the brand’s products and services  Build a framework for the brands engagement on social platforms  Benchmark global best practices and integrate them into the strategy BE THE BRAND’S RELATIONSHIP EXPERT ON SOCIAL MEDIA  Track real time conversations and take actions required to safeguard brand reputation on social media  Manage conversation volumes quality of responses and consistent turnaround times for response and resolutions  Monitor customer response issue resolutions and adverse posts in line with desired expectations of the organization  Closely monitor sentiment for the brand on social channels review and rating websites.  Improve response & resolution time to bring it on par with the best in the industry  Handle hands-on communications related to conversations and brand postings on social media  Be in a state of readiness and act swiftly to manage negative impact of social media on company’s reputation  Flag off issues that are perceived as a threat to brand reputation and highlight these to a larger group deploy strategies and plans to mitigate risk related to brand reputation  Collaborate with businesses and functions to significantly improve user experience on social media REPORTING & ANALYSIS  Prepare detailed reports based on data collated from social listening tools to track sentiment and conversations related to products services corporate information and business segments on social media and share these reports internally  Lead the root cause analysis of top issues customers face on social and work across functions to reduce or eliminate user and customer pain points LEVERAGE CONTENT FOR SOCIAL MEDIA  Work with a team of content specialists to create meaningful content that is informative and engaging for users and customers  Create a content framework that talks to a varied target audience – mass affluent and in different languages  Define the most appropriate mix of content formats channels and practices  Use multi-format content like text static imagery audio video across channels to aid customer’s decision making process and awareness of the company’s products and services  Define the strategy for running an effective content program that engages with users and customers
• Duties and Responsibilities -  Put in place a strategy for digital storytelling and the use of video content on social media  Track and analyse the production traffic and engagement metrics for content  Gauge efficacy of content produced and drive changes wherever needed INNOVATE CONTINUALLY FOR SUSTAINED BRAND ENGAGEMENT  Use insights derived from analytics and market research to drive strategic and tactical innovation across social platforms  Keep track of regular changes in the usage and features of various social media platform and deploy strategies to leverage these in favour of the brand  Keep abreast of industry news and changes in features and working of social media platforms for improvement in ORM processes PARTNER MANAGEMENT  Identify agencies evaluate their capabilities in alignment with requirements and conduct negotiations for partnership  Coordinate with agencies and partners oversee implementation of plans and ensure all necessary deliverables are met within specified timelines and upto expected quality  Lead the meetings and pricing for all negotiations and contracts with agencies PEOPLE MANAGEMENT AND COACHING  Build and grow a high performing team  Lead a team of online reputation managers who straddle both customer response as well as brand engagement on social media  Train the team to understand issues on social media and enable them to resolve within a specified turnaround time  Lead a team of online reputation managers who straddle both customer response as well as brand engagement on social media  Inspire and influence the team to think differently solve problems and seize opportunities  Work with cross-functional teams to set and achieve targets  Determine individual training needs & development plans to build expertise and enhance skills  Set objectives conduct reviews and close appraisal processes for the team as per timelines  Participate in selection process to identify the right talent at senior positions within the function  Attract recruit and lead digital talent who will help drive connected goals by using a consultative and engaging style that encourages active listening constructive dialogue and gains commitment  Identify organizational gaps within the marketing team to achieve company objectives. Plan recruit retain and build capacity accordingly  Ensure continuous training of team on new technology/product/processes being adapted to ensure adequate implementation of change  Design professional growth plans for managing and retaining top performers and key leaders in the function  Integrate cross linked KRAs across the team to ensure ownership and smooth functioning  Direct and mentor the team to drive operation excellence throughout project implementation.  Hands-on project management – collaborate with clients media owners agency partners and internal specialist teams to ensure all deliverables are met/launched on time.
• Major Challenges -  Managing issues and negative conversations and finding ways to positive them  Ensure that people deliver above and beyond the designated targets and still be motivated  Reimagination of the responses and engagement on an ongoing basis to drive efficiencies and gain user/customer appreciation
• Key Decisions / Dimensions -
• Overall strategy for Online Reputation Management

Required Qualifications And Experience
• Qualifications
• Post-graduation in Business Management from a Tier 1 B school, with graduation in Computer Sciences or equivalent from a Tier 1 Engineering college Work Experience
• 20 years of overall experience in Reputation Management with 15 years in social media
• Must have led a team of 40+ people and for a scalable customer system
• Must have successfully implemented projects related to Reputation management and enhancement
• A confident communicator and with excellent proficiency in English