Lead – social media & orm

About the Role

We're looking for a social-first, internet-native, numbers-loving, reputation-obsessed leader to build, scale, and own our social media and online reputation engine.

This is not a "post captions and track likes" role.

We're looking for someone who has built social media ecosystems from scratch, scaled communities, cracked both organic and paid growth, handled real-world brand conversations, managed messy ORM situations, understood what makes content travel, and still knows how to get their hands dirty when needed.

A little bit copywriter, a little bit strategist, a little bit analyst, a little bit therapist for angry comment sections. You should know what works on Linked In, Instagram, You Tube, X, Facebook, Whats App-led journeys, creator ecosystems, and emerging platforms — not theoretically, but because you've actually executed campaigns, read dashboards, fixed underperforming content, managed agencies, and responded to customers when things got real.

If you can think like a brand leader, move like a startup operator, and execute like a founder — we'd love to talk.

What You'll Own

1. Social Media

You will own the brand's social media ecosystem end-to-end — from strategy to content, from growth to analytics, and from ideas to execution.

This is the core of the role. We're looking for someone who can build social media like a business engine, not just a publishing calendar.

You will:

Define and lead the overall social media strategy across Instagram, Linked In, You Tube, Facebook, X, and emerging platforms Build platform-specific growth plans with clear audience, content, engagement, and business objectives Create and scale social media channels, content properties, and repeatable formats from scratch Own the social content calendar across brand, product, topical, educational, cultural, campaign-led, and engagement-led content Lead the development of reels, carousels, long-form videos, shorts, explainers, lives, creator-led content, moment marketing, memes, polls, and other platform-native formats Ensure every piece of content has a clear job — build trust, drive engagement, simplify products, grow community, support campaigns, or move business metrics Drive both organic growth and paid social amplification across platforms Work with media and performance teams to identify what content should be boosted, which audiences to target, and how to optimise paid social outcomes Understand and track key metrics including reach, impressions, engagement rate, follower growth, saves, shares, video views, watch time, CTR, CPL, CPM, CPV, leads, conversions, and audience quality Build sharp dashboards and reports that convert social media performance into clear insights and action points Use analytics to identify what is working, what is not, and what needs to change across content, formats, platforms, targeting, and messaging Track competitors, category conversations, cultural trends, platform updates, and best-in-class social playbooks Build and manage communities by engaging meaningfully with audiences, customers, creators, partners, and brand advocates Identify and manage relevant creators, influencers, experts, and collaborators for social-first campaigns Work closely with internal teams including brand, product, sales, customer service, PR, legal, compliance, media, and leadership Manage agencies, freelancers, creators, platform partners, and production teams to deliver high-quality work at speed Set up strong processes for briefing, ideation, approvals, publishing, performance reviews, and optimization Maintain the brand voice across platforms while ensuring content feels human, useful, topical, and native to each platform Stay hands-on when needed — whether that means writing a caption, sharpening a hook, reviewing a script, fixing a calendar, decoding a trend, or improving an underperforming post

2. Online Reputation Management

You will own the brand's online reputation across digital touchpoints — making sure we listen better, respond faster, learn deeper, and protect the brand with maturity.

This is not just about replying to comments. It is about understanding what people are saying, why they are saying it, what it means for the business, and how the brand should respond.

You will:

Define and lead the overall ORM strategy across social media platforms, review platforms, app stores, search, forums, communities, and other public digital touchpoints Build a structured ORM framework for customer complaints, queries, appreciation, misinformation, sensitive issues, escalations, and crisis situations Develop response playbooks, escalation matrices, tone-of-voice guidelines, turnaround-time standards, and issue-resolution workflows Monitor brand sentiment, conversation themes, complaint patterns, recurring issues, campaign reactions, competitor mentions, and reputational risks Work closely with customer service, legal, compliance, PR, product, operations, and leadership teams to ensure quick, accurate, empathetic, and responsible responses Manage high-pressure digital situations with calm judgment, speed, and brand sensitivity Ensure ORM responses are human, helpful, brand-safe, compliant, and aligned with the company's tone Track ORM metrics including sentiment, response time, resolution time, complaint volume, escalation volume, closure quality, recurring themes, negative conversation spikes, and platform-wise issue trends Convert ORM data into actionable business insights for internal teams Create regular ORM dashboards and leadership reports highlighting risks, trends, escalations, learnings, and recommended actions Manage ORM agencies, social listening partners, response teams, and internal stakeholders to ensure smooth daily operations Set up governance and review processes for high-risk responses, sensitive customer cases, legal/compliance issues, and crisis moments Identify early warning signals and proactively flag reputation risks before they become larger issues Build a system where ORM is not just reactive customer handling, but a strategic source of customer intelligence and brand trust

Requirement:

Work Experience:

5 +years of managing hands on Social media platforms. Experience in BFSI / Insurance sector would be added advantage. Experience using social media analytics tools and the ability to tweak marketing strategies based on findings. Creative skills for contributing new and innovative ideas Ability to create cutting-edge social media and digital marketing content & proofreading ability Experience with social advertising platforms such as Linked In, Facebook, Twitter & You Tube Experience of managing website content will be added advantage. Education: Management graduate from a reputed institute