Online Reputation Manager

Motilal Oswal Financial Services (MOFSL); Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Motilal Oswal Financial Services (MOFSL) in Mumbai seeks an ORM specialist to monitor and manage brand reputation across social media and digital channels. You will analyze listening data, draft timely responses, and coordinate with customer service to resolve issues within agreed timelines.

You will implement strategic measures to improve sentiment, track competitions, and share insights with stakeholders. Strong English writing and up-to-date digital tool knowledge are essential.

Qualifications

• 2-3 years of handling ORM in brand reputation contexts.
• Proficient in using listening tools and social media analytics.
• Ability to craft creative responses and monitor online sentiment.
• Excellent written and spoken English communication.

Responsibilities

• Initiate listening to the brand on social media, digital, web.
• Creating and implementing strategies for a positive reputation.
• Addressing real-time negative responses.
• Ensure all complaints tracked on social media and forums.
• Coordinate with Customer Service to resolve queries and post responses within TAT.
• Coordinate with internal teams for daily monitoring reports and trackers.
• Proficient in English, write prompt creative responses.
• Manage ORM operations, escalate as needed and close the loop with stakeholders.
• Conduct competitive analysis and benchmarking.
• Analyse listening reports and share insights.

Skills

ORM

Social listening

Crisis management

Social analytics

Content writing

Strategic thinking

English communication

Tools

Listening tools

Job description

Role & responsibilities

1. Initiate listening to the brand on social media, digital, web.
2. Creating and implementing strategies for creating a positive reputation for a brand.
3. Addressing real-time negative responses.
4. Ensuring all complaints are tracked on social media and all consumer forum sites or discussion forums on the internet
5. Report and coordinate with the Customer Service team to get resolution for all the complaints queries and ensure that the response received from the customer service team is posted back on the relevant digital channels within TAT
6. Coordinating with Internal teams to ensure timely updates via daily monitoring reports, press release trackers etc.Proficient in English, should be able to write prompt creative responses.
7. Should be able to get a tight grip on the ORM operations. Escalate to relevant stakeholders. Manage trackers, send reminders, and close the loop with stakeholders.
8. Competitive analysis and benchmarking.
9. Analyse listening reports, share relevant insights, update trackers
10. Use of forums and social media to seed positive content for better ORM

Preferred candidate profile

1. 2-3 years of handling ORM
2. Use social media and web world to its greatest potential
3. Knowledge of using listening tools is a must. Proficient with social media analytics and reporting
4. Should be able to come up with creative content using internal reports, promotions etc
5. Provide advanced listening capabilities and strategic directions, and crisis management
6. Knowledge of equity markets will be a big advantage
7. Curiosity and willingness to try new tools and platforms
8. Being up-to-date on all social tools and trends
9. Excellent communication skills written and spoken