Lead Social Media & ORM

Hector And Streak Consulting; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Insurance Company in Mumbai seeks a Lead Social Media & ORM to define and execute the overall social media strategy across major platforms. You will own the content calendar, develop engaging formats, and drive organic growth while coordinating paid social amplification with media teams.

The role requires hands-on leadership of social channels, analytics, and reporting, with experience in BFSI/insurance beneficial and strong content creation skills.

Qualifications

• 5+ years of managing hands-on social media across platforms.
• Experience in BFSI/Insurance domain is a plus.
• Experience using social media analytics tools.
• Creative skills for new ideas and proofreading ability.
• Experience with social ads on LinkedIn, Facebook, Twitter and YouTube.
• Experience managing website content is advantageous.

Responsibilities

• Define and lead the overall social media strategy across platforms.
• Build platform-specific growth plans with audience, content, engagement and business objectives.
• Own the social content calendar across brand, product, topical, educational and campaign content.
• Lead development of reels, carousels, videos, shorts, explainers and platform-native formats.
• Track metrics like reach, engagement, follower growth, CTR, CPL, CPM, CPV and conversions.
• Build dashboards and reports translating performance into insights and actions.

Skills

5+ years social media

BFSI/Insurance domain

Social media analytics

Content creation

Social advertising platforms

Website content management

Social listening tools

Analytics dashboards

Tools

Social listening tools

Analytics dashboards

Job description

Hi,

Greetings,

The position is with Insurance Company and they are looking for Lead Social Media & ORM

Location Mumbai

Responsibilities

Social Media

Define and lead the overall social media strategy across Instagram, LinkedIn, YouTube, 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 optimisation
• 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

Online Reputation Management

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 companys 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

Work Experience:

o 5 +years of managing hands on Social media platforms. Experience in BFSI / Insurance sector would be added advantage.

o Experience using social media analytics tools and the ability to tweak marketing strategies based on findings.

o Creative skills for contributing new and innovative ideas o Ability to create cutting-edge social media and digital marketing content & proofreading ability

o Experience with social advertising platforms such as LinkedIn, Facebook, Twitter & YouTube o Experience of managing website content will be added advantage.

Regards,

Sangeeta B