Alshaya

Job Purpose:

The Social Listening Analyst is responsible for real-time monitoring of social media and online conversations to track brand mentions, emerging trends, and potential crises. This role provides rapid insights to internal teams, refines search queries for accuracy, and ensures timely escalation of sentiment shifts.

Accountabilities (but not limited to):

Real-Time Monitoring & Alerts:

• Conduct daily tracking of brand mentions, customer sentiment, and competitor activities across digital and social media channels.
• Identify and flag potential crisis situations, negative sentiment spikes, or brand risks in real-time.
• Deliver rapid-response alerts and reports to internal teams.

Social Trend & Conversation Tracking:

• Monitor online discussions, emerging issues, and viral content related to the brand or industry.
• Detect and report shifts in consumer behavior, sentiment, and engagement.
• Identify key influencers, trending topics, and emerging narratives.

Ad-Hoc Deep Dive Analysis:

• Assist in deeper analysis of emerging brand-related topics or crisis situations.
• Support reporting for leadership and cross-functional teams with meaningful insights.

Service Recovery:

• Intervene on high priority cases by deflecting them off public spaces
• Escalate complex issues to the appropriate departments while maintaining ownership until resolution.

Job Requirements:

• 2-4 years in social listening, online monitoring, or digital analytics.
• Bachelor’s degree in marketing / communications, or related field.
• Proficient in English and Arabic.
• Proficient in platforms like Talkwalker, Brandwatch, Meltwater, Sprinklr or similar.
• Strong observational skills to track conversations and trends in real-time
  Ability to recognize sentiment shifts and potential risks
  Detail-oriented with strong communication skills

Competencies – Functional (job specific)

• Real time monitoring: Ability to track and interpret online conversations quickly and accurately.
• Alert & Risk Escalation: Proactively identifies and flags potential crises before escalation.
• Query Optimization: Skilled in refining Boolean search queries for accuracy.
• Collaboration: Communicates insights effectively with internal teams.