Job Description

Group Company: TVS Motor Company

Designation: Principal Digital Product Owner (PDPO_D&AI - CX COE,ESG,Group co - CX COE)

Office Location: Electronic City (Territory)

About TVS / Who are we?


TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Sustainable Mobility with four state-of-the-art manufacturing facilities in Hosur, Mysuru and Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. We are the only two-wheeler company to have received the prestigious Deming Prize. Our products lead in their respective categories in the J.D. Power IQS and APEAL surveys. We have been ranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Survey for consecutive four years. Our group company Norton Motorcycles, based in the United Kingdom, is one of the most emotive motorcycle brands in the world. Our subsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG) and EGO Movement have a leading position in the e-bike market in Switzerland. TVS Motor Company endeavours to deliver the most superior customer experience across 80 countries in which we operate.


For more information, please visit www.tvsmotor.com.

Position description:


We are seeking a highly skilled and experienced Social Media Intelligence and Listening Expert with minimum 8 to 10 years of experience to join our team. The ideal candidate will have a strong background in social media analytics, customer journey analysis, and stakeholder management. This role requires technical proficiency and hands-on experience with social media listening tools, particularly Sprinklr, Brand watch, Konnect Insights, and Loco buzz.

Roles & Responsibilities:

Social Media Listening and Analytics:

• Create and optimize search queries to extract meaningful data from user-generated content.
• Monitor and Analyse social media conversations to understand customer journeys and behaviors.
• Mine insights and develop topic clusters from social media content.

Technical Proficiency with Social Media Tools:

• Hands-on experience with social media listening tools such as Sprinklr, Brand watch, Konnect Insights, and Loco buzz.
• Build complex listening and reporting dashboards in Sprinklr.
• Create and manage rules, topics, and themes in Sprinklr for effective monitoring and reporting.

Customer Care and Crisis Management:

• Understand social media care operations and utilize Sprinklr Care modules effectively.
• Detect and manage social media crises, providing timely and accurate reporting.
• Conduct topic classification and sentiment analysis to gauge public sentiment and inform strategy.

Stakeholder Management:

• Work closely with various stakeholders to understand their needs and deliver actionable insights.
• Communicate findings and recommendations clearly to both technical and non-technical stakeholders.

Reporting and Insights Generation:

• Generate comprehensive reports on social media performance and trends.
• Provide insights to improve social media strategies and customer engagement.

Required Skills & Qualifications:

• Bachelor's degree in marketing, Communications, Data Analytics, or a related field.
• Proven experience in social media intelligence and listening roles.
• Proficiency with social media listening tools such as Sprinklr, Brand watch, Konnect Insights, and Loco buzz.
• Strong analytical skills and the ability to interpret complex data.
• Experience in creating and managing dashboards, rules, topics, and themes in Sprinklr.
• Understanding of social media care operations and experience with Sprinklr Care modules.
• Excellent communication and stakeholder management skills.
• Ability to manage social media crises and provide timely insights and reports.
• Strong understanding of sentiment analysis and topic classification.

Educational qualifications preferred

• Category: Bachelor's Degree, master's degree
• Degree: Bachelor of Technology - BTech, Master of Business Administration - MBA