Kshitij Girotra
Bengaluru
Summary
Social Media Analyst with 5+ years expertise in social listening, brand sentiment analysis, and community analytics across banking, FinTech, Gaming, and Web3 sectors. Transformed raw data into board-ready intelligence that informed customer experience strategies and brand decisions. Built scalable analytics infrastructure and led cross-functional teams, achieving a 30% reduction in analytics overhead through AI automation.
Overview
9
9
Certificates
7
7
years of professional experience
Work History
Social Media Analyst | Customer Experience Analyst
Genpact | Client: AMP Bank (Australian Banking Group)
12.2024 - Current
- Social Listening & Monitoring: Owned end-to-end social media monitoring for a major Australian bank across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube - triaging 100% of inbound customer interactions within SLA and maintaining zero-breach delivery record.
- Sentiment Governance & Brand Analytics: Built and maintained Sprinklr keyword libraries, sentiment classification taxonomies, and issue-type tagging frameworks - enabling reliable brand health tracking, share of voice analysis, and trend surfacing for Product, CX, Marketing, and Brand teams.
- Cross-Platform Data Harmonization: Designed Power BI dashboards unifying Sprinklr and Brand watch data streams into single-source social analytics views - used weekly by senior banking stakeholders for CX decision-making and brand strategy review.
- Competitor Benchmarking & CX Reporting: Delivered qualitative and quantitative sentiment analyses, competitor benchmarking reports, customer journey heat maps, and brand health trend summaries - directly shaping customer experience improvements and executive strategy.
- Adobe Analytics & Content Intelligence: Built CJA Adobe Analytics dashboards tracking Article Insights performance, contributing data-driven intelligence to monthly multi-business-unit stakeholder reports.
- AI Automation & Process Improvement: Deployed Agentic AI automation via Sprinklr Rule Engine — eliminating 40+ manual processing hours per month and reducing client analytics overhead by 30%, a quantified efficiency gain recognized across the engagement.
Marketing Manager | Social Analytics Lead
CIFDAQ (Sigmond Morgan)
05.2024 - 09.2024
- Multi-Platform Social Analytics: Led social media analytics and customer insights delivery across Technology, Gaming, NFT, and Investor communities - tracking brand sentiment, share of voice, and CX journey metrics across 6 platforms using Meltwater and Hootsuite.
- Analytics Infrastructure: Designed scalable reporting infrastructure with data harmonization workflows and statistical visualization standards — improving insight consistency and executive consumption across a portfolio of accounts.
- Audience Segmentation & A/B Testing: Conducted audience segmentation analysis and A/B testing to optimize engagement campaigns and improve CX metrics across subscription product communities.
- Executive Presentation: Presented customer journey mapping frameworks and social analytics findings to C-level leadership - driving strategy decisions through structured, data-visualized reporting.
- Team Leadership: Managed a 15-member cross-functional team including community interns, designers, and community managers - accountable for insight delivery quality and stakeholder reporting accuracy.
Social Media Analyst | Community Insights Manager
Sigmond Morgan (CIFDAQ)
05.2023 - 04.2024
- Internal Promotion: Promoted to Marketing & Research Analyst within 12 months — recognized for social analytics quality, insight communication excellence, and cross-functional leadership.
- Analytics Documentation Systems: Built structured social analytics systems — engagement trackers, sentiment logs, audience insight databases, and platform dashboards — creating a repeatable, auditable delivery standard aligned with SOX-level documentation practices.
- Content & Community Analytics: Managed a 12-member team, embedding analytics-driven content workflows and quality standards into daily operations.
- Thought Leadership: Published 150+ analytical articles on LinkedIn and Medium — building demonstrated expertise in social listening, community analytics, and data-driven brand storytelling.
Social Media & Community Analytics Manager
Rooter (Gaming & Digital)
02.2022 - 01.2023
- Community Growth Analytics: Managed social analytics for a 70,000+ member gaming community — tracking engagement drivers, sentiment trends, and CX friction points with weekly intelligence reports to senior leadership.
- Measurable Impact: Delivered platform growth through structured trend analysis and data-informed content strategy: Instagram +68%, Discord +96%, YouTube +64%.
- Influencer Analytics: Executed influencer campaign analytics and audience segmentation — measuring brand sentiment shift, reach impact, and customer journey influence of creator partnerships.
Marketing Research Analyst (Management Trainee)
CNH Industrial
03.2021 - 10.2021
- Supported social analytics and customer insight delivery for a B2C product launch — producing data visualisations, trend analyses, and executive presentations for senior marketing leadership.
- Managed editorial analytics calendars and curated a quarterly customer insight newsletter for internal stakeholders.
Fundraising Executive - Team Operations
WWF India
11.2019 - 07.2020
- Exceeded fundraising target by 4x (Jan–Apr 2020) through audience segmentation and insights into donor journeys to identify high-conversion supporter profiles.
- Led a 6-member field team with structured performance tracking to ensure alignment with operational targets.
Education
MBA - Marketing
Bengaluru North University
Bengaluru, India01-2022
B.Arch. - Architectural Design
Gateway College of Design
Sonipat, India01-2018
Skills
Social media monitoring
Sentiment analysis
Share of voice
CX analytics
Community analytics
User engagement
Data storytelling
Funnel Analysis
Power BI Adobe Analytics Advanced Excel
Sprinklr Brandwatch Meltwater
Data harmonization
Customer relationship management
Certification
SQL Foundations - Data Camp (2026)
Timeline
Social Media Analyst | Customer Experience Analyst
Genpact | Client: AMP Bank (Australian Banking Group)
12.2024 - Current
Marketing Manager | Social Analytics Lead
CIFDAQ (Sigmond Morgan)
05.2024 - 09.2024
Social Media Analyst | Community Insights Manager
Sigmond Morgan (CIFDAQ)
05.2023 - 04.2024
Social Media & Community Analytics Manager
Rooter (Gaming & Digital)
02.2022 - 01.2023
Marketing Research Analyst (Management Trainee)
CNH Industrial
03.2021 - 10.2021
Fundraising Executive - Team Operations
WWF India
11.2019 - 07.2020
MBA - Marketing
Bengaluru North University
B.Arch. - Architectural Design
Gateway College of Design
Football
Represented Haryana University Nationals from 2015-2017