Executive/Lead – Reputation Management

Digitalgowhere; Kota; On-site; INR 334,800 - 781,200; Full time

Benefits offered by this job

Opportunity to build and protect the brand’s online presence

Hands-on experience in managing real-time customer interactions

Growth opportunities in PR and digital marketing

Job summary

A fast-growing digital marketing firm in Kota is seeking an Executive/Lead – Reputation Management to oversee and enhance the brand's online presence. The role encompasses monitoring brand mentions, addressing customer feedback, and developing strategies for brand credibility. Ideal candidates have 1–5 years of experience in reputation management or digital marketing, with strong communication skills. This position offers growth opportunities in a dynamic team environment.

Qualifications

• 1–5 years of experience in reputation management, customer support, or digital marketing.
• Ability to handle sensitive issues with empathy and professionalism.
• For Lead role: proven experience in strategy building, escalation handling, and team management.

Responsibilities

• Track brand mentions, reviews, and feedback across digital channels.
• Respond to customer comments, reviews, and complaints professionally.
• Prepare reports on sentiment analysis, review ratings, and customer feedback trends.

Skills

Excellent written and verbal communication skills

Strong problem-solving and conflict-resolution abilities

Familiarity with online review platforms

Tools

Brandwatch

Mention

Job description

• Location: Kota
• Employment Type: Full-time
• Reporting to: Marketing/Brand Manager

About the Role

We are seeking a proactive and detail-oriented professional to manage the online reputation of our brand. As an Executive/Lead – Reputation Management, you will monitor digital channels, address customer feedback, and ensure a positive brand image across platforms. At the Lead level, you will also define strategies, manage escalations, and collaborate with teams to strengthen brand credibility and trust.

Responsibilities

Monitoring & Engagement:

• Track brand mentions, reviews, and feedback across social media, review sites, and online forums.
• Respond promptly and professionally to customer comments, reviews, and complaints.
• Maintain a consistent brand voice while addressing both positive and negative feedback.
• Develop and implement strategies to enhance brand reputation and trust.
• Work with customer success and marketing teams to resolve concerns and highlight positive experiences.
• Manage crisis communication and escalate sensitive issues to leadership when needed.
• Promote user-generated content, testimonials, and positive brand stories.

Analytics & Reporting:

• Prepare regular reports on sentiment analysis, review ratings, and customer feedback trends.
• Identify recurring issues and recommend process improvements.
• Track KPIs such as brand sentiment, online rating scores, and engagement.

Leadership (for Lead role):

• Mentor executives handling reviews and customer interactions.
• Establish SOPs for managing customer complaints and online reputation risks.
• Collaborate with PR and marketing teams to align reputation efforts with campaigns.
• Lead initiatives to proactively improve brand perception.

Requirements

• 1–5 years of experience in reputation management, customer support, or digital marketing.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Familiarity with online review platforms (Google Reviews, Trustpilot, Glassdoor, etc.).
• Ability to handle sensitive issues with empathy and professionalism.
• For Lead role: proven experience in strategy building, escalation handling, and team management.

Bonus Points For

• Experience in PR or crisis communication.
• Knowledge of tools like Brandwatch, Mention, or similar monitoring platforms.
• Exposure to SEO or social media management.
• Background in customer success or community management.

What You’ll Get

• Opportunity to build and protect the brand’s online presence.
• Hands-on experience in managing real-time customer interactions.
• Exposure to brand strategy and crisis management.
• Growth opportunities in PR, digital marketing, and brand leadership.

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