Online Reputation Management (ORM) - Marketing

Casagrand; Chennai District; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

Casagrand is seeking an experienced ORM Professional to lead and strengthen the brand's online reputation across Google Reviews, social platforms and forums. You will monitor brand mentions, sentiment, and feedback; respond promptly to reviews and comments; manage escalations with internal teams, and drive initiatives to improve ratings and advocacy.

Collaboration with Customer Support, CRM, Sales, Operations, and Service is expected, with a focus on data-driven insights and stakeholder

Qualifications

• Strong expertise in Online Reputation Management and Customer Experience.
• Experience in handling high-impact customer escalations and crisis management.
• Proficiency in ORM platforms such as Sprinklr, Brandwatch, Hootsuite, Meltwater, Mention, LocalFalcon, or similar tools.
• Strong analytical, communication, and stakeholder management skills.
• Good understanding of social media platforms, review ecosystems, and digital customer journeys.
• Proficiency in Excel and reporting tools.

Responsibilities

• Monitor brand mentions, customer reviews, and conversations across digital platforms.
• Track customer sentiment and identify negative trends or reputation risks.
• Ensure timely and professional responses to customer reviews, comments, and complaints.
• Manage critical customer escalations and crisis communication with internal stakeholders.
• Collaborate with Customer Support, CRM, Sales, Operations, and Service teams to resolve issues.
• Prepare ORM dashboards and reports covering sentiment, ratings, and trends.

Skills

ORM expertise

Customer experience

Crisis management

Analytical skills

Stakeholder management

Excel and reporting

Social media platforms

Tool proficiency

Tools

Sprinklr

Brandwatch

Hootsuite

Meltwater

Mention

LocalFalcon

Job description

Location: Chennai
Experience: 8+ Years

Role Overview

We are looking for an experienced ORM Professional to lead and strengthen the brand's online reputation across digital platforms.

Key Responsibilities

Online Reputation Management

• Monitor brand mentions, customer reviews, and conversations across digital platforms including Google Reviews, Facebook, Instagram, LinkedIn, X (Twitter), Glassdoor, Justdial, Quora, and other forums.
• Track customer sentiment and proactively identify negative trends or reputation risks.
• Ensure timely and professional responses to customer reviews, comments, and complaints.

Escalation & Issue Resolution

• Manage critical customer escalations and crisis communication in coordination with internal stakeholders.
• Work closely with Customer Support, CRM, Sales, Operations, and Service teams to ensure timely issue resolution.
• Track open cases and drive closure within defined timelines.

Brand Reputation & Engagement

• Drive initiatives to improve online ratings, customer advocacy, testimonials, and user-generated content.
• Ensure all communication aligns with brand guidelines and tone of voice.
• Build customer trust and strengthen brand perception across digital channels.

Analytics & Reporting

• Prepare regular ORM dashboards and reports covering sentiment analysis, ratings, customer feedback trends, and issue categories.
• Conduct competitor benchmarking and track brand health metrics.
• Generate actionable insights to improve customer experience and service quality.

Desired Skills & Competencies

• Strong expertise in Online Reputation Management and Customer Experience.
• Experience in handling high-impact customer escalations and crisis management.
• Proficiency in ORM platforms such as Sprinklr, Brandwatch, Hootsuite, Meltwater, Mention, LocalFalcon, or similar tools.
• Strong analytical, communication, and stakeholder management skills.
• Good understanding of social media platforms, review ecosystems, and digital customer journeys.
• Proficiency in Excel and reporting tools.

Preferred Background

• 8+ years of experience in ORM, Customer Experience, Digital Marketing, or Customer Service functions.
• Experience in Real Estate, E-commerce, Retail, Hospitality, or Service industries will be preferred.
• Proven experience working with cross-functional teams and managing customer-centric initiatives.