Social Media Manager Location : We 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.
Social Media & Reputation Management
Own 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.
Act 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.
Coordinate with Legal, PR, Customer Care, and Senior Management during crises.
Policy, Process & Governance
Design and maintain social media response policies , SOPs, and escalation matrices.
Ensure compliance with brand tone, legal sensitivities and consumer protection guidelines.
Educate internal teams on do’s & don’ts of social communication.
Lead, 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.
Marketing & Brand teams for campaigns and launches
Customer Service for complaint resolution
Legal team for sensitive or defamation-related cases
Retail Operations for store-level escalations
Act as the bridge between digital consumers and internal stakeholders.
Platform-wise performance
Create dashboards and reports using Excel / Looker Studio.
Provide insights and recommendations to leadership based on data.
MBA in Marketing / Communication OR Post-Graduate degree in Digital Marketing / Brand Management

Certification in Social Media Management / Online Reputation Management

Experience Requirements

• 7+ years of overall professional experience
• Large retail or multi-location brands
• Online crisis and reputation management
• Proven experience managing and leading teams of 4 - 8 members.

Social CRM strategy development
Reputation risk assessment
Crisis communication & damage control
Policy framework design
Sentiment analysis & monitoring
Legal sensitivity & judgment
Social Listening & Monitoring tools
Google Reviews backend management
YouTube Studio moderation tool
X (Twitter) dashboards
CRM integration workflows
Advanced Excel & Looker Studio reporting
Defamation and reputational risks
Consumer complaint escalation protocols
Brand-first mindset with legal awareness
Experience handling sensitive, public-facing situations
Fast-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 brand
Leadership role with real impact on brand reputation
In 1956, Alukka Joseph Varghese opened a small retail jewellery store in Thrissur, Kerala. 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. 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. Retail