Job Title

Social Media ManagerLocation: KochiCTC - Best in IndustryAbout the RoleWe are looking for an experienced Social Media Manager to lead and safeguard the online presence of a large, multi-location jewelry retail brand. This role goes far beyond content posting -it is a brand reputation, consumer engagement, and crisis-handling leadership position.You will be responsible for managing high-volume social interactions, online reputation, crisis communication, escalation governance, and leading a dedicated social media team while working closely with marketing, customer service, legal, and retail operations.Key ResponsibilitiesSocial Media & Reputation ManagementOwn end-to-end social media operations across platforms (Instagram, Facebook, YouTube, X, Google Reviews etc.).Develop and implement Social CRM strategies to manage consumer conversations at scale.Monitor brand sentiment, consumer feedback, and public perception continuously.Ensure timely, brand-aligned responses to comments, DMs, reviews, and mentions.Crisis & Escalation HandlingAct as the primary owner for social media crisis management.Identify potential reputation risks early and recommend preventive actions.Handle sensitive customer complaints, allegations, misinformation, and negative virality with maturity and precision.Define and enforce escalation governance frameworks across teams.Coordinate with Legal, PR, Customer Care, and Senior Management during crises.Policy, Process & GovernanceDesign and maintain social media response policies, SOPs, and escalation matrices.Set SLAs and TATs for response and resolution across platforms.Ensure compliance with brand tone, legal sensitivities and consumer protection guidelines.Educate internal teams on do’s & don’ts of social communication.Team LeadershipLead, mentor, and manage a team of 4 - 8 social media executives/moderators.Allocate workloads, review responses, and ensure consistent quality.Conduct regular training on crisis handling, brand voice, and customer psychology.Drive accountability and performance through structured reviews and reporting.Cross-Functional CollaborationWork closely with:Marketing & Brand teams for campaigns and launchesCustomer Service for complaint resolutionLegal team for sensitive or defamation-related casesRetail Operations for store-level escalationsAct as the bridge between digital consumers and internal stakeholders.Reporting & AnalyticsTrack and report on:Sentiment trendsResponse SLAs & TATsEscalation volumesPlatform-wise performanceCreate dashboards and reports using Excel / Looker Studio.Provide insights and recommendations to leadership based on data.QualificationsMandatoryMBA in Marketing / Communication OR Post-Graduate degree in Digital Marketing / Brand ManagementPreferredCertification in Social Media Management / Online Reputation ManagementExperience Requirements7+ years of overall professional experience3 - 5 years specifically managing:Large retail or multi-location brandsHigh-volume social comments and DMsOnline crisis and reputation managementProven experience managing and leading teams of 4 - 8 members.Skill SetSocial CRM strategy developmentReputation risk assessmentCrisis communication & damage controlEscalation governance & SOP creationPolicy framework designSentiment analysis & monitoringSLA & TAT trackingStrong cross-functional coordinationLegal sensitivity & judgmentLeadership, decision-making, and team controlTechnical KnowledgeMeta Business Suite ( Inbox & comment management )Social Listening & Monitoring toolsGoogle Reviews backend managementYouTube Studio moderation toolX (Twitter) dashboardsCRM integration workflowsAdvanced Excel & Looker Studio reportingBasic understanding of:Defamation and reputational risksConsumer complaint escalation protocolsWhat We’re Looking ForCalm and composed under pressureStrong judgment and decision-making skillsDeep understanding of consumer psychologyBrand-first mindset with legal awarenessAbility to balance empathy with firmnessExperience handling sensitive, public-facing situationsWhy Join UsFast-Growing Global Brand –38 years of experience with ₹30,000+ crore turnover, 11M+ customers across 12 countries.Opportunity to manage a high-visibility luxury retail brandLeadership role with real impact on brand reputationWork closely with senior management and cross-functional teamsDynamic environment with scope to build and scale processesAbout the CompanyIn 1956, Alukka Joseph Varghese opened a small retail jewellery store in Thrissur, Kerala. His son, Joy Alukkas built on his legacy, playing a key role in Alukkas’ expansion into the Middle East and further afield. Today, popularly known as Joyalukkas Jewellery, it is the largest retail jewellery chain in the world owned by a single family and offers customers the option to choose from over one million exquisitely designed pieces of jewellery in gold, diamond, precious stone, platinum, Polki and pearl. Always evolving with the latest trends in jewellery, Joyalukkas combines heritage and modernity in equal measure, with creations ranging from timeless vintage pieces rooted in India’s glorious past to elegant, modern pieces crafted in 18k gold. The pieces adhere to the highest quality standards, with Joyalukkas being the first jeweller in the Middle East to get the ISO 9001:2000 certification. With the concept of beauty in every piece at its heart, Joyalukkas has been honoured with multiple awards including the prestigious Dubai Quality awards. The ‘Joyalukkas’ brand today has earned the tag of the ‘world’s favourite jeweller’ thanks to this focus on quality and the superlative service excellence of the entity’s customer facing talent. Over the years, the company has thrived and grown at an exponential rate. It operates more than 190 stores worldwide spread across 12 countries in addition to online stores and has 10000 plus talent. Based on this solid foundation, Joyalukkas Jewellery has expanded into other businesses like Joyalukkas Exchange, Jolly Silks, Joyalukkas Lifestyle Developers, Luxury Aviation, and Mall of Joy, all of which come under the Joyalukkas Group. With a history of challenging the norms and holding high the flag of an unrivalled legacy, the Joyalukkas Group continues its quest to grow and scale as it expands its presence across the world.IndustryRetailCompany size10,000-15000 employeesFounded1988