Digital Monitoring & Intelligence Officer

The Digital Monitoring & Intelligence Officer will monitor the Group's digital environment and convert online conversations, media mentions, search trends and audience sentiment into timely reputation intelligence. The role will identify emerging issues, misinformation, impersonation, cyber-squatting and other digital risks; support escalation and crisis response; and provide clear reports and recommendations that strengthen communication decisions and protect the Group's reputation.

Key Responsibilities

Digital monitoring and social listening

Monitor relevant online news, social media, blogs, forums, search results and other digital sources for mentions of the Group, its Business Units, leadership, products, operations and priority issues.

Sentiment and narrative analysis

Assess the tone, themes, reach, velocity and potential significance of digital conversations, distinguishing routine commentary from material reputation issues.

Reputation intelligence

Produce concise daily, weekly, monthly and issue-specific intelligence reports highlighting key narratives, stakeholders, risks, opportunities and recommended actions.

Emerging issue identification

Detect early warning signals, unusual spikes, misinformation, fake profiles, impersonation, cyber-squatting and coordinated negative activity, and document supporting evidence.

Risk escalation

Apply approved thresholds to escalate high-risk findings promptly to the Group Head, New Media and relevant stakeholders; maintain issue and escalation logs.

Crisis communications support

Provide live monitoring, situation updates and post-incident analysis during crises, major announcements, events and high-interest periods.

Competitive and industry intelligence

Track relevant competitor, sector and stakeholder digital activity to identify communication trends, benchmark practices and emerging reputational themes.

Analytics and dashboards

Maintain monitoring queries, dashboards, taxonomies and reporting templates; improve data quality and ensure consistent measurement definitions.

Key Requirements

Education and Work Experience

• Bachelor's degree in Mass Communication, Public Relations, Marketing, Data Analytics, Research, Social Sciences, Information Management or a related discipline.
• Minimum of 4 years' relevant experience in social listening, media monitoring, digital research, reputation intelligence, communications analytics or a related field.
• Hands-on experience with social listening, media monitoring, search and analytics tools.
  

• Sentiment, narrative, trend and issue analysis.
• Ability to assess reputation risk and escalate findings clearly and promptly.
• Dashboard development, data interpretation and insight reporting.
• Fact-checking, source validation and evidence preservation.
• Understanding of misinformation, impersonation and cyber-squatting risks.
• Proficiency in relevant monitoring and analytics tools and Microsoft Excel/PowerPoint.
• Clear written communication and executive-summary preparation.
• Ability to manage confidential or sensitive information appropriately.