Online Reputation Executive

Chtrbox; Delhi; On-site; INR 350,000 - 520,000; Full time

Job summary

Chtrbox in Delhi is seeking an Online Reputation Executive to manage clients' online presence and day-to-day social media activity.

You will monitor conversations, respond to queries, produce content, and help maintain a positive brand voice across platforms.

The role emphasizes quick, empathetic communication, collaboration with teams, and reporting on sentiment and ORM metrics.

Qualifications

• Strong written communication and excellent command of English.
• Good understanding of social media platforms and online consumer behavior.
• Ability to handle difficult conversations calmly and professionally.

Responsibilities

• Manage day-to-day operations of assigned social media accounts across platforms.
• Schedule and publish approved content while ensuring accuracy, consistency, and adherence to brand guidelines.
• Monitor comments, mentions, reviews, DMs, and online conversations around clients and brands.
• Respond to customer queries, complaints, and feedback in a timely, empathetic, and brand-appropriate manner.
• Identify potential reputation risks and escalate sensitive or high-impact issues promptly.
• Track trending conversations and emerging issues that may impact brand perception.
• Coordinate with creative, account management, and client teams to ensure timely content and responses.
• Maintain ORM and social media trackers, including sentiment, response time, key issues, and resolutions.
• Support crisis communication and reputation-management initiatives when required.
• Prepare regular reports on social media performance, audience sentiment, engagement, and ORM activities.
• Ensure all content and responses follow the brand's tone of voice and communication guidelines.

Skills

Written comms

English fluency

Social media savvy

Brand reputation

Job description

We are looking for an Online Reputation Executive to manage the online reputation and day-to-day social media presence of our clients. The role involves monitoring online conversations, managing social media accounts, creating and publishing content, responding to queries and feedback, and ensuring a consistent and positive brand presence across digital platforms.

Key Responsibilities

• Manage day-to-day operations of assigned social media accounts across platforms such as Instagram, Facebook, X, LinkedIn, and Google.
• Schedule and publish approved content while ensuring accuracy, consistency, and adherence to brand guidelines.
• Monitor comments, mentions, reviews, DMs, and online conversations around clients and brands.
• Respond to customer queries, complaints, and feedback in a timely, empathetic, and brand-appropriate manner.
• Identify potential reputation risks and escalatesensitive or high-impact issues promptly.
• Track trending conversations and emerging issues that may impact brand perception.
• Coordinate with creative, account management, and client teams to ensure timely content and responses.
• Maintain ORM and social media trackers, including sentiment, response time, key issues, and resolutions.
• Support crisis communication and reputation-management initiatives when required.
• Prepare regular reports on social media performance, audience sentiment, engagement, and ORM activities.
• Ensure all content and responses follow the brand's tone of voice and communication guidelines.

What We're Looking For

• 1-3 years of experience in ORM, social media management, community management, customer experience, or a similar role.
• Strong written communication and excellent command of English.
• Good understanding of social media platforms and online consumer behavior.
• Ability to handle difficult conversations calmly and professionally.
• Strong attention to detail and ability to respond quickly in a fast-paced environment.
• Ability to manage multiple brands and social media accounts simultaneously.
• Prior experience in a digital, social media, influencer marketing, or advertising agency is a plus.

It Comes in Handy

• Experience with social listening and ORM tools.
• Basic understanding of content calendars, scheduling tools, and social media analytics.
• Experience handling high-volume customer complaints or brand crises.
• Understanding of sentiment analysis and online reputation management.
• Basic content-writing and copywriting skills.