Manager – Social Media at Myntra in Bengaluru, Karnataka, India ·

The Social Media Customer Care Manager oversees the customer care operations across various social media

platforms. They are responsible for maintaining a positive brand image, addressing customer inquiries and

concerns in a timely manner, and ensuring excellent customer service experiences. This role involves managing a

team of social media customer care representatives, developing strategies to enhance customer engagement, and

analyzing metrics to measure performance and identify areas for improvement.

Key Responsibilities

Team Leadership and Management:

• Lead and manage a team of social media customer care representatives of 70.
• Recruit, train, and onboard new team members.(Associates & Team leads)
• Set clear goals and objectives for the team and individuals.
• Provide coaching, guidance, and support to team members to help them perform at their best.
• Conduct regular performance evaluations and provide feedback for improvement.

Strategy Development And Implementation

• Develop social media customer care strategies aligned with the overall business objectives and

customer service standards.

• Establish processes and workflows for handling customer inquiries, complaints, and feedback on

social media platforms.

• Implement best practices for engaging with customers on social media and resolving issues

effectively.

• Continuously monitor industry trends and competitor activities to refine strategies and stay

ahead.

Customer Engagement And Support

• Monitor social media channels (e.g., Twitter, Facebook, Instagram, LinkedIn) for customer

inquiries, comments, and mentions.

• Respond promptly to customer inquiries and messages with accurate and helpful information.
• Resolve customer complaints and issues in a timely and professional manner, ensuring customer

satisfaction.

• Personalize interactions with customers and maintain a friendly and positive tone in all

communications.

• Escalate complex issues or unresolved complaints to higher management as needed.

Performance Monitoring And Analysis

• Track key performance metrics related to social media customer care, such as response time,

resolution rate, customer satisfaction scores, and sentiment analysis.

• Analyze data and metrics to identify trends, patterns, and areas for improvement.
• Generate regular reports and insights to management to evaluate performance and make

informed decisions.

• Use analytics tools and platforms to gain deeper insights into customer behavior and

preferences.

Brand Reputation Management

• Monitor online conversations and mentions of the brand on social media platforms.
• Address and manage any negative comments, reviews, or PR crises that may arise.
• Work closely with the PR and marketing teams to maintain a positive brand image and

reputation.

• Proactively engage with customers and brand advocates to foster positive relationships and

brand loyalty.

Cross-functional Collaboration

• Collaborate with other departments such as marketing, sales, product, and IT to ensure a

seamless customer experience across all touchpoints.

• Share customer insights and feedback with relevant teams to drive product improvements,

marketing strategies, and business decisions.

• Coordinate social media campaigns and promotions with the marketing team to support

customer engagement and acquisition efforts.

Continuous Improvement

• Stay updated on emerging trends, technologies, and best practices in social media customer

care.

• Seek feedback from customers and internal stakeholders to identify areas for improvement.
• Implement process improvements and innovative solutions to enhance the efficiency and

effectiveness of social media customer care operations.

Basic Qualifications

 2+ years of Social Media customer care program or project management experience

 Bachelors degree or equivalent