Prabhdeep Singh

Social Media ORM Head, Influencer Marketing, CX & Brand Narrative

• Lead end-to-end ORM and social listening with real-time monitoring, crisis management, and sentiment governance across platforms.
• Drive brand narrative and influencer marketing strategy to strengthen advocacy, reach, and perception.
• Build and scale dashboards for live tracking, insights, and data-driven decision-making.
• Set up and lead the function from scratch, including hiring, team structuring, and performance management.
• Led cross-functional teams to streamline operational processes and enhance efficiency.
• Developed and implemented strategic initiatives to improve team performance and service delivery.
• Mentored junior managers, fostering professional growth and improving leadership capabilities across departments.
• Analyzed performance metrics to identify areas for improvement and drive continuous enhancement efforts.

Senior Manager – Social Media & Community Leadership (Royal Enfield via Interactive Avenues) | Leading Teams in ORM, Social Listening, Customer Engagement & Experience, Brand Advocacy & Data-Driven Insights

Role Responsibilities:

• Leading a team managing social media operations and community engagement.
• Overseeing Online Reputation Management (ORM) and social listening initiatives.
• Planning and executing brand advocacy and community development programs.
• Monitoring performance metrics and providing actionable insights for continuous improvement.
• Driving strategic campaigns to enhance customer experience and engagement.
• Mentoring and guiding team members to achieve professional growth and team objectives.

Key Achievements:

• Successfully strengthened online communities through targeted engagement strategies.
• Improved ORM processes, resulting in faster response times and better customer sentiment.
• Launched brand advocacy initiatives that increased participation and loyalty.
• Implemented data-driven reporting to track campaign performance and optimize results.
• Introduced innovative approaches to social media management, keeping processes dynamic and adaptable.

• Managing IndiGo’s Social media channels (Twitter, Facebook, Instagram, Linkedin, Tripadvisor, Playstore, etc.)
• Deciding and Posting various Social Media Posts so as to ensure customer social interaction and taking customer insights for the same
• Brand reputation (ORM) - Have worked upon ways to improve the customer satisfaction points on Social media. Maintaining Customer interaction and improving creative response repositories
• Customer experience - Enhancing Customer experience at various levels so as to improve the overall brand reputation online and offline as well
• Enhancing customer experience at all Social Media contact points enriching a long-term customer retention
• NPS performance and growth - monitoring the brand’s NPS score and analysing the points which went wrong and on how to improve the same.
• Managing a team of social media experts for smooth customer handling on Social Media
• Social Listening - Monitoring brand’s performance via various Social media tools and analysing any data point spikes which may lead to brand damage and coming up with resolutions which can be incorporated in future to avoid such instances
• Ensuring Team’s and any third party agency’s KPIs are met within the stipulated time. Guiding Team across various sensitive queries
• Handling Influential customers / Government officials, to ensure minimal brand damage and a positive turnaround
• Daily, weekly and monthly productivity and individual performance reports for team are cascaded to Leadership.
• Ensuring any critical point is highlighted on a real-time basis which may hinder the brand reputation
• Making weekly and monthly dashboards for inflow, First Response Time and explaining the data spikes (if any)
• Highlighting any sensitive cases and what did we do on the same. Explaining the positive turnaround for such cases
• Data analysis - working on raw data dumps and matching with the system. Analysing the current FRT along with the TRT and inflow
• Analysing Team strength requirements and any other peculiar team management requirements
• Analysing positive and negative sentiments through various CRM and Social media listening tools such as BRANDWATCH, KonnectInsights, OneDirect and Salesforce. Preparing a weekly/monthly report on the same
• Task Force Project: Creating Better Customer Experience to ensure continuous improvement on the NPS score pan India for Inflight Services (IFS) & Airport Operations and Customer Services (AOCS) - I was a key player in this task force to enhance the customer experience and thereby improving the NET PROMOTER SCORE
• NPS Score - Monitoring NPS score for the brand and coming up with new ideas to ensure our detractors are moved to promoters end
• Competitive brand analysis - Analysing new market trends and studying their positive/negative sentiment trends. Preparing a competitive reports on various performance points
• Have studied many Indian and International Airlines on various data points to analyse market standards
• Preparing Team Rosters, managing any professional query and assisting new joiners in their team engrossing for a long term professional career
• Taking Feedback sessions, sharing individual feedbacks and monitoring their day to day performance to ensure everyone meets their KPIs.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Mentored team members to enhance professional development and accountability in workplace.
• Streamlined and monitored quality programs to alleviate Process and overall customer handling.
• Learned and adapted quickly to new technology and software applications.

.

.

Call Centre Employee Management:

.

• Led a team of call center agents, enhancing performance and professional growth.
• Achieved improvement in key performance metrics through effective monitoring and coaching.
• Streamlined operations, reducing call handling time through process improvements.
• Developed strategies that increased customer satisfaction scores.

• Social Media || Customer Experience || ORM (Online Reputation Management || Social Listening and Data Analytics
• Analysed media coverage and social media analytics to measure the success of campaigns and adjust strategies accordingly
• Monitored customer feedback on social media and other platforms to identify potential issues and customer sentiment
• Analysed data from various social media platforms to identify trends and customer insights, resulting in improved customer experience.
• Leveraged data and analytics to identify areas of improvement and increase operational efficiency

• Implemented customer service protocols across social media platforms to ensure a positive customer experience.
• Monitored customer feedback on social media and other platforms to identify potential issues and customer sentiment.

• Analyzed data from various social media platforms to identify trends and customer insights, resulting in improved customer experience
• Monitored customer feedback on social media and online forums, responding to inquiries and complaints in a timely manner.

• Handling various social media queries
• Becoming the brand voice on social media channels
• Interactive communication resulting in customer satisfaction and retention
• Calling various high profile customers to ensure minimal brand damage to a positive turnaround
• Highlighting any viral/sensitive tweet/post related to brand image to Seniors/stakeholders so that proper actions can be taken in a timely manner to avoid any negative repercussions
• Ensuring every customer query is handled without a miss.

• Working for IndiGo’s Social media process and got promoted to IndiGo’s payroll after a successful year
• Handling customer queries on various social media handles
• Ensuring quality response from brand’s end are met.

• US third party collections process
• B2B product support
• Have gained high negotiation skills