Social Media marketing executive

We are looking for a Social Media marketing executive to join our team at Insta Restaurants Pvt Ltd to plan and run online marketing campaigns. The responsibility includes managing social media, SEO, paid ads and other digital initiatives/projects. The position offers an in-hand salary of ₹ 20,000 - ₹ 25,000 and a dynamic learning environment.

We are looking for a Social Media ORM Specialist to own every customer conversation that happens online for Galaxy Pizza. With 4 outlets, multiple brand concepts, and listings on Zomato, Swiggy, Google, and Instagram, there’s a constant stream of customer feedback that needs timely, empathetic, and on-brand responses.

This role goes beyond just replying to reviews. You’ll manage our Galaxy Family, build lasting customer relationships, handle crisis situations, and act as the bridge between our customers and our operations team. If you can turn an angry 1-star review into a returning customer, this role is for you.

1. Reviews & Complaints Management

• Monitor and respond to all customer reviews daily across Zomato, Swiggy, Google (all 4 outlet listings), and Instagram -no review goes unanswered.

• Handle the every-3-days review cycle for platforms with slower response windows - ensure complete coverage with zero backlog.

• Craft timely, on-brand, empathetic responses to both positive and negative reviews - maintain Galaxy Pizza’s fun, friendly, and solution-first brand voice.

• Escalate critical complaints (food quality, hygiene, delivery failures, in-store experiences) to operations, store managers, kitchen, or leadership with clear context and urgency flags.

• Track and categorise complaints by type (late delivery, cold food, wrong order, missing items, billing issues, in-store wait times, packaging) to identify recurring patterns.

• Follow up on escalated complaints to ensure resolution and closure with the customer - no complaint ends without a resolved status.

2. Social Media Community Management

• Manage all daily responses on Instagram -DMs, comments, story replies, and mentions ensuring every interaction gets a timely, on-brand reply.

• Proactively engage with customers conversations to build brand visibility and trust.

• Identify and amplify positive reviews and customer stories -coordinate with the marketing team to turn great feedback into UGC content and testimonials.

3. Customer Relationship Management

• Own customer communication beyond outlet-level complaints: handle queries, special requests, feedback, and crisis management across all channels.

• Build and maintain relationships with repeat customers, high-value patrons, and loyal fans - make them feel seen and valued.

• Manage sensitive customer situations with empathy, speed, and professionalism - from a wrong delivery to a social media call-out

• Escalate the serious matters to core team on time with full brief.

• Coordinate with store teams when customer issues require on-ground follow-up or resolution.

4. Reporting & Sentiment Analysis

• Compile weekly and monthly ORM reports- store-wise review counts, average ratings, sentiment trends, response times, and complaint resolution rates.

• Highlight recurring issues by outlet and brand (GP vs GSS vs Galaxy Treats) to help operations prioritise fixes.

• Track competitor review sentiment in the Delhi NCR market to benchmark Galaxy Pizza’s reputation.

5. Response Templates & Crisis Communication

• Update and maintain the library of approved response templates for common scenarios: late delivery, missing items, cold pizza, wrong order, in-store wait times, billing issues, positive reviews, compliments, and loyalty queries.

• Adapt templates by platform - what works on Google doesn’t always work on Instagram DMs -and update them as new issues emerge.

• Support crisis communication efforts during food safety concerns, viral complaints, or social media backlash situations.

Requirements

• 1–2 years of experience in ORM, social media community management, or customer experience - preferably for a food, restaurant, or consumer brand.

• Exceptional written communication in both English and Hindi, you can write responses that are warm, professional, and solution-oriented even when a customer is furious about a missing topping.

• Experience managing reviews on Google Business, Zomato, Swiggy, and Instagram - you know how each platform works and what tone fits where.

• Strong attention to detail : ability to manage high volumes of daily interactions across multiple outlets and platforms without missing a single review.

• Cool-headed and composed under pressure: negative feedback doesn’t rattle you, it motivates you to fix it.

• Ability to track, categorise, and report on review data : comfortable working with spreadsheets, dashboards, and basic data analysis.

• Understanding of brand voice and the ability to maintain consistency across all customer touchpoint

• Comfortable working flexible hours : reviews and complaints come in on weekends and evenings too.

Nice to Have

• Experience with ORM or social listening tools

• Background in customer service, restaurant operations, or hospitality.

• Familiarity with food delivery dashboards (Swiggy Partner Hub, Zomato for Business).

• Understanding of local SEO as it relates to Google My Business review rankings.

• Experience managing a loyalty or rewards program.

• Knowledge of regional languages beyond Hindi and English for handling diverse Delhi NCR customers.

• It is a Full Time Digital Marketing job for candidates with 1 - 3 years of experience.