Manager - Social Listening & Insights

Responsibilities & Key Deliverables

To anticipate, analyze and shape stakeholder narratives and reputation outcomes across the Mahindra Group through strategic intelligence, social listening and digital reputation management.

In an increasingly dynamic narrative ecosystem, the role will serve as the custodian of the Group's reputation intelligence framework, leveraging social listening, insights and online reputation management (ORM) to enable proactive reputation management, strategic decision-making and risk mitigation across Group businesses.

Key Responsibilities

• Drive the enterprise governance framework for social listening, reputation intelligence and ORM through the Group's centralized Sprinklr ecosystem.
• Identify emerging narratives, stakeholder sentiment shifts, reputation risks and opportunities through predictive listening and digital intelligence.
• Generate strategic insights, executive dashboards, reports and actionable recommendations for business and leadership stakeholders.
• Partner with Corporate Brand, business teams and leadership to shape proactive narrative and reputation strategies.
• Lead reputation risk monitoring, crisis intelligence, escalation reporting and post-event analysis.
• Serve as the primary liaison with Sprinklr, business stakeholders and agency partners to drive platform optimization and governance.
• Independently manage the Social & Digital Intelligence Centre (SDIC) - the social listening & response agency partner.

Experience

• 10+ years of experience in social listening, reputation management, ORM, strategic communications, digital intelligence or related domains.
• Hands-on experience with enterprise listening platforms, preferably Sprinklr.
• Demonstrated expertise in strategic insight generation, senior stakeholder management and crisis reporting.

Industry Preferred

Qualifications

Graduate in any discipline; prior agency experience will be an advantage

General Requirements

Critical Competencies

• Reputation Intelligence & Narrative Strategy
• Social Listening & Digital Intelligence
• Online Reputation Management (ORM)
• Strategic Insights & Data Storytelling
• Crisis Intelligence & Risk Management
• Senior Stakeholder Management
• Platform Governance & Agency Management
• Strategic Thinking & Influence

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