Dentsu
Website:
dentsu.com
Job details:
Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible
➢ Connect, converse and engage with the target audience on digital platforms & across, on behalf of the brand thereby attending response management
➢ Promptly respond to negative comments, feedbacks, redressing complaints within client’s specified turn-around time thus making the user journey with the brand worthwhile
➢ Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online
➢ Acknowledging compliments & showcasing the same on brand social media pages
➢ Effectively identifying and utilizing social listening tools for response management
➢ Sharing the brand comments on real-time basis with the respective brand associates/managers ➢ Categorize data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully
➢ Assist the brand to effectively position itself, eliminate weak-links, leverage strength-points and tap the target audience by collecting, collating and sharing insights through analysis of incoming audience’s comments, conversations, complaints and feedbacks about the brand
➢ Recommending suggestions for improvements by preparing presentation reports over conversations analyzed through tool comprising the below; ▪ What are people talking the most about the brand- sentiment summary? ▪ Which social platform or a blog or a review site has received the maximum buzz in terms of people talking? ▪ Any specific enhancement people want from the brand? ▪ Any particular aspect of existing customers dislike about the brand? ▪ Which particular state or region from where conversations are highest or lowest? ▪ Giving a way forward strategy and providing a new direction to the brand for making the consumer experience better? ▪ Benchmarking our brand against competition on the same metrics?
➢ Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action
➢ Assist in new benchmarks within social care
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