Rachit Agarwal
Social Intelligence @ Nestlé | Social Media Strategy, Trend Prediction
- Role
- Manager - Social Media at Nestlé
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
Experience
Manager - Social Media
Aug 2022 — Present · Gurugram, IN
Lead a 25-member team managing social media care, listening, and analytics across all Nestlé India brands (Maggi, KitKat, Nescafé, Cerelac, and 15+ others).1. Achieved 92% reduction in first response time (FRT) with +34 pts in SLA compliance, while managing 40% higher inflow through automation; sustained <3 min FRT in 2024 — best-in-class in the CPG industry.2. Guided the social media response and strategy during the Cerelac sugar incident.3. Established a predictive analytics practice to forecast flavors, cuisines, and ingredients for NPD and product expansions.4. Led the design and rollout of a multi-award-winning data platform, delivering near-instant insights from social, contact center, and e-commerce data — driving stronger regulatory compliance, and +1 star e-commerce rating improvement within a year.5. Driving the development of a pioneering customer service chatbot, now serving as a global blueprint for Nestlé.
Education
Symbiosis Institute Of Media And Communication, Pune
Master of Business Administration (MBA)
2011 — 2013
Delhi Public School, Vasant Kunj
English, Physics, Maths, Chemistry, Computers
1994 — 2008
Amity University, Noida
Bachelor of Arts (BA)
2008 — 2011
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