Job Title

Role SummaryWe’re hiring a seasoned Senior Social Media Community Manager to lead day-to-day community operations for a large Investment Bank across LinkedIn, Facebook, Instagram, X and YouTube, using Sprout Social for engagement, Listening, analytics and approvals. The role blends high-volume monitoring (≈300–400 posts/mentions/day), structured categorization and response per SOP, executive/ambassador oversight, and tight collaboration with Legal/Compliance. You’ll pair Sprout’s AI-assisted workflows (Automated Rules, Sentiment, Smart Categories, AI Assist) with rigorous judgement and stakeholder management to keep the brand responsive, compliant, and insight-driven.This assignment operates in a high-stakes, regulated communications environment where SEBI and internal bank policies influence what can be said, how quickly, and with what approvals—making process discipline and documentation just as important as tone and empathy. What You’ll Do (Key Responsibilities)Community operations & engagementMonitor and triage brand and ambassador activity across LinkedIn, Facebook, Instagram, X and YouTube; route, tag, and respond via Sprout Smart Inbox using Automated Rules and Sentiment to accelerate prioritization and reduce noise. Categorize incoming activity into pre-defined buckets (Complaints, Service, Fraud/Scam, Leads, Advocacy, Regulatory/Media Mentions, Ambassador Posts) using Smart Categories and custom tags tied to playbooks and approvals]Maintain response libraries and tone/voice guardrails; shift to DM/escalate where posts veer into advice/solicitation or forward‑looking statements requiring approvals.Listening, insights & crisis readinessBuild and maintain Listening Topics (brand, competitors, products, executives) and alerting for volume/sentiment anomalies; surface weekly insights and early warnings. Orchestrate crisis workflows: detection → triage → pre‑approved holding statements → Legal/Compliance review → stakeholder comms → post‑mortem reporting. (Sprout provides explicit AI & automation guidance for high-volume and crisis contexts.) Approvals, compliance & auditRun approval chains with Legal/Compliance/PR/IR; ensure advertiser/handle verification steps and disclosure standards are upheld on regulated communications. Maintain complete audit trails (timestamps, approvers, screenshots/links) and align with the bank’s evidence requirements; where applicable, leverage Sprout enterprise integrations (e.g., Salesforce Digital Engagement) for case handoffs and record-keeping. Analytics & business outcomesProduce weekly/monthly dashboards (Sprout + GA4) that connect social activity to traffic, engagement, lead indicators; set up consistent UTM governance and event tracking. (Google provides free GA4 coursework and certification via Skillshop.)Present insights that influence content mix, response scripts, FAQ libraries, and ambassador enablement—backed by Listening data at scale. (Sprout Listening processes ~50k posts/sec / ~600M messages per day, enabling statistically meaningful analysis.)Cross-functional collaborationPartner with PR/IR, Corporate Comms, Brand, and Customer Service on content readiness, issue handling, and executive visibility, especially around results, macro events, and policy news.Performance Expectations (KPIs & SLAs)SLA adherence: Priority‑1 engagement within 30–60 minutes; Priority‑2 within ; general within next business day (aligns with modern crisis/listening guidance favoring fast escalation and response). Quality & compliance: 100% use of approvals for regulated replies; zero non‑compliant posts; complete audit artifacts for every escalated case.Ops excellence: ≥95% tagging accuracy; backlog kept ≤ agreed threshold via Automated Rules and AI Assist; crisis simulations 1×/quarter.Insights & impact: Monthly insight reports with Listening trends, SOV/competitor deltas, and GA4 conversion ties to campaigns. Required Qualifications5–7 years in social/community management for enterprise brands; proven experience handling high-volume operations and executive/ambassador engagement. (Sprout’s enterprise workflows—AI Assist, Automated Rules, Sentiment—are designed for scale.) Hands-on proficiency with Sprout Social (Publishing, Smart Inbox, Listening, Analytics), including tagging schemas, approval workflows, and Listening Topic setup. (Sprout Academy offers tiered platform certifications.) Demonstrated experience working with (or inside) regulated environments (banking/finserv, healthcare, telecom) and comfort operating under SEBI‑aligned policies and advertiser verification norms. Strong analytics orientation; ability to translate GA4 data into actionable insights and report on campaign/lead performance. Excellent written English; crisp, empathetic, and compliant copy across channels.Preferred Qualifications (Nice-to-Haves)Sprout Social Certification (Publishing/Analytics/Listening coursework via Sprout Academy). Hootsuite Social Marketing Certification (recognized cross-platform credential). NISM/NCFM foundational module (e.g., Research Analyst or Compliance) to demonstrate capital markets liteFamiliarity with Salesforce Service Cloud / Digital Engagement for social case management. Tools & StackCore: Sprout Social (Publishing, Smart Inbox, Listening, Analytics); Google Analytics 4; shared knowledge base (SOPs, response libraries). Integrations (as applicable): Salesforce Digital Engagement for case routing and audit continuity. Work Schedule & CoverageCoverage aligned to market hours with rotational early/late shifts to handle results, macro events, or crisis escalations; light weekend monitoring with on-call escalation. Rapid response expectations are standard in crisis playbooks and consumer benchmarks.