Online Reputation Manager

Hyrefox Consultants; Jaipur; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Hyrefox Consultants is seeking a senior VOC/ORM strategist to translate customer signals into actionable brand insights. You will own structured feedback cycles, build dashboards, and collaborate with product, marketing and CX teams to improve online reputation and customer perceptions.

You will leverage AI-enabled tools to automate VOC collection, sentiment analysis and issue categorisation, while driving CAPA processes and influencing decision-makers across departments.

Qualifications

• 7–10 years of hands-on experience in VOC management, ORM, brand intelligence or customer insights in ecommerce or premium brands.
• Proven track record of running CAPA cycles and driving business outcomes from customer data.
• Deep familiarity with Trustpilot, Yotpo, Google Reviews, BBB, Bizrate and brand presence on Reddit/forums.
• Strong analytics: advanced Excel, and experience with BI tools like Power BI is a plus.

Responsibilities

• Collect, consolidate and analyze customer signals from all channels into a unified VOC framework.
• Run CAPA cycles: identify root causes, assign owners, track resolution and recurrence.
• Build VOC dashboards and reporting cadences for leadership with actionable data.
• Forecast emerging issues by spotting trends early to prevent crises.
• Monitor and manage brand presence across review platforms, social media, and forums.
• Respond to reviews and conversations in a brand-aligned, high-quality manner.
• Collaborate with SEO to understand impact on SERP visibility.
• Influence cross-functional teams with VOC insights and drive accountability.

Skills

VOC management

ORM

Brand intelligence

Data analysis

Excel

Power BI

AI tools

Cross-functional influence

Stakeholder comms

Tools

Power BI

Excel

Job description

Job Description

Your job is to listen at scale.

Every review, every Reddit thread, every chat transcript, every 1-star rating, every glowing testimonial is a signal. You will collect all of it, make sense of it, and turn it into structured intelligence that makes the brand better as a brand, as a product, and as an experience.

This is not a social media management role. This is not a customer service role. This is a strategic intelligence and brand reputation role that sits at the intersection of data, customer psychology, digital perception, and cross-functional influence. If you get excited by patterns in messy data, if you instinctively know what a brand's online footprint says about its health, and if you can walk into a room with five different teams and make them care about what customers are saying — this role is for you.

Roles and Responsibilities

Voice of Customer (VOC) Intelligence

• Collect, consolidate and analyze customer signals from all channels — email, chat, calls, reviews, social, forums and marketplaces — into a unified VOC framework.


• Run structured CAPA (Corrective and Preventive Action) cycles: identify recurring pain points, document root causes, assign ownership across departments, and track resolution and recurrence.


• Build and maintain VOC dashboards and reporting cadences that give leadership and department heads clear, actionable data — not noise.


• Forecast emerging customer issues by spotting trends early, before they become patterns or crises.

Online Reputation Management (ORM)

• Monitor and manage the brand presence across review platforms (Google Reviews, Trustpilot, BBB, Yotpo, Bizrate, etc.), social media channels, and discussion forums like Reddit.


• Own and grow the brand's content and presence on forums, blogs, community threads and review platforms — both proactively publishing and monitoring brand mentions.


• Stay ahead of emerging trends in how brands are discussed, rated, and perceived online — and know how to shift those conversations.


• Respond to reviews and public conversations when required, always in a brand-aligned, high-quality manner; equip the CX team with the right language and frameworks for doing the same.


• Understand the basics of how brand mentions impact organic search results and SERP visibility — collaborate with the SEO team when reputation and search intersect.

Cross-functional Influence

• Be the internal voice of the customer — take VOC insights to logistics, operations, tech, marketing, merchandising, finance and beyond, and drive accountability for fixing root causes.


• Build relationships and influence without authority; you'll work across every department in the business and you'll need to make people act on data they didn't originally own.


• Represent the brand's reputation health in leadership reviews with clear, insight-driven reports.

AI, Tools & Analytics

• Leverage AI tools and emerging technologies to automate VOC collection, sentiment analysis, issue categorisation and ORM workflows.


• Stay current on AI-driven ORM and VOC tools — evaluate, pilot and implement tools that make the function sharper and faster.


• Build Excel-based and BI dashboards (Power BI or equivalent) to track review volumes, sentiment trends, response times, issue recurrence rates and ORM health metrics.

What You Bring

• 7–10 years of hands‑on experience in VOC management, ORM, brand intelligence, digital reputation, or customer insights in e‑commerce, D2C, luxury, or high‑visibility consumer brands.


• Proven track record of running CAPA or equivalent structured feedback‑to‑action processes and influencing business outcomes through customer data.


• Deep familiarity with ORM and review platforms: Trustpilot, Yotpo, Google Reviews, BBB, Bizrate — and the ability to manage brand presence on Reddit, forums and blog ecosystems.


• Strong analytical skills: advanced Excel (pivot tables, macros, data modelling), experience with Power BI or similar BI tools is a strong plus.


• AI‑forward mindset: practical awareness and experience of how AI tools are transforming VOC analysis and online reputation management — and the ability to implement, not just discuss.


• Excellent written and verbal communication — you can write a brand‑aligned review response, a crisp internal report, and a compelling stakeholder presentation, all with equal confidence.


• Comfort with ambiguity, startup pace, and cross‑functional chaos; you create structure where there isn't any.


• Basic understanding of SEO/SERP and how brand reputation influences organic search is a plus.

What Success Looks Like

• Improved brand rating and sentiment across review platforms and forums.


• VOC insights visibly influencing product, operations and marketing decisions.


• A structured CAPA rhythm that reduces issue recurrence, not just issue resolution.


• The Brand's online presence — reviews, forums, blog mentions, social conversations — reflects the quality and luxury of the brand it truly is.