About Credit Saison India
Established in 2019, CS India is one of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India’s huge gap for credit, especially with underserved and under penetrated segments of the population.
Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. CS India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.
Currently, CS India has a branch network of 45 physical offices, 1.2 million active loans, an AUM of over US$1.5B and an employee base of about 1,000 people.
Credit Saison India (CS India) is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact.
Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.
Based in Singapore, over 1,000 employees work across Saison’s global operations spanning Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil.
Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and one of Japan’s largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Overview
We are looking for a highly motivated and proactive Social Media & ORM Manager to lead our social media strategy and manage our online reputation. This role is ideal for someone with a strong understanding of digital marketing trends. The successful candidate will monitor and influence online reputation and plan and drive engagement across our social platforms, including LinkedIn, Instagram, Meta, YouTube, and others.Key Responsibilities:
1. Social Media
Develop and implement a comprehensive social media strategy aligned with the company’s business objectives, focusing on enhancing brand visibility, customer engagement, and lead generation.
Define and oversee content themes and campaigns, ensuring alignment with the NBFC’s core values, products, and customer needs.
Set measurable goals and KPIs (e.g., engagement rate, customer acquisition, conversion rate) and regularly review performance metrics.
Collaborate with agencies to ensure timely and high-quality execution of campaigns, including content creation, scheduling, and community management.
Collaborate with internal teams and work on specific social campaigns
Identify emerging trends and platform opportunities to keep the brand’s social media presence innovative and competitive.
Audit competition activity, decode competition strategies and build learnings
2. Online Reputation Management (ORM):
Design and lead the ORM strategy to monitor and enhance the company’s reputation across digital platforms, including social media, review sites, and forums.
Set up robust monitoring systems to track brand mentions, sentiment analysis, and customer feedback in real-time.
Develop proactive strategies to address customer concerns and respond to negative feedback, ensuring a positive and consistent brand narrative.
Lead crisis communication initiatives, working closely with PR, legal, compliance, HR, Customer Service and other teams to manage and resolve reputational risks effectively.
3. Stakeholder Collaboration and Alignment:
Work closely with internal teams such as Product, Compliance, and Customer Service to ensure social and ORM initiatives support overall business goals and adhere to regulatory standards.
Partner with customer service and other teams to create seamless workflows to address queries and complaints originating from social channels.
Collaborate with agency partners, providing strategic direction, setting performance expectations, and conducting regular reviews to optimize outcomes.
4. Analytics and Reporting:
Develop comprehensive reporting systems to track the effectiveness of social media and ORM efforts, using tools such as Google Analytics, Sprout Social, and Brandwatch.
Provide actionable insights and recommendations based on data analysis to drive continuous improvement in social and ORM strategies.Qualifications:
Bachelor’s/Master’s degree in Marketing, Communications, Business, or a related field.
5+ years of experience in social media management and ORM, preferably in the financial services, NBFC, or banking sector.
Proven track record in developing and executing strategic social media and ORM plans.
Strong analytical skills with the ability to interpret data and derive actionable insights.
Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
Experience in managing agency partnerships and ensuring alignment with business