ORM- Account Manager

Hiveminds Innovative Market Solutions; Mumbai; Presencial; INR 500.000 - 750.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site role

Descripción de la vacante

Hiveminds Innovative Market Solutions in Mumbai, India, is seeking a Senior Executive to join our Online Reputation Management (ORM) team. You will be the voice of multiple brands, addressing customer queries promptly and maintaining positive sentiment across digital channels.

The role requires hands-on ORM and social listening, excellent English communication, and the ability to manage multiple brands in a fast-paced environment. Office-based role with occasional weekend events.

Formación

• Hands-on ORM and social listening tools experience.
• Strong English communication, written and verbal.
• Deep understanding of social listening concepts.
• Ability to multitask and manage time in a fast-paced environment.

Responsabilidades

• Monitor, track, and respond to customer queries and feedback across digital channels.
• Manage online reputation for multiple brands, ensuring tone and guidelines are followed.
• Prepare regular reports on brand sentiment and ORM performance for stakeholders.
• Use social listening to track mentions and trends and identify potential crises.

Conocimientos

ORM tools

Social listening

Content writing

Brand management

Communication

Herramientas

Simplify360

Locobuzz

Sprinklr

Descripción del empleo

Job Title: Senior Executive - Online Reputation Management (ORM)

Department: ORM

Work Model: In-office (5 days a week)

About the Role: We are looking for a proactive and experienced Senior Executive to join our Online Reputation Management (ORM) team. In this role, you will be the voice of multiple brands, ensuring that customer queries are addressed promptly and brand sentiment is positively maintained across all digital channels.

Key Responsibilities:

• Query Resolution: Actively monitor, track, and respond to customer queries, reviews, and feedback across various social media platforms and digital touchpoints.
• Brand Management: Effectively manage and maintain the online reputation for multiple brands simultaneously, ensuring each brands unique tone of voice and guidelines are strictly followed.
• Reporting: Prepare detailed, regular reports on brand sentiment, customer feedback, and overall ORM performance to share actionable insights with stakeholders.
• Social Listening: Utilize social listening strategies to track brand mentions, monitor industry trends, and analyze customer sentiment to mitigate potential crises.

Skills & Requirements:

• Tool Proficiency: Hands-on experience and strong command over standard ORM and social listening tools such as Simplify360, Locobuzz, and Sprinklr.
• Communication & Content: Proficient in English with excellent verbal and written communication skills. Must be strong in content writing to craft clear, empathetic, and engaging responses.
• Domain Knowledge: In-depth understanding and practical knowledge of Social Listening.
• Time Management: Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment while juggling multiple brands.

Work Schedule & Conditions:

• Shift Timings: 9:30 AM - 6:30 PM (Monday to Friday).
• Work Location: Working from the office 5 days a week.
• Flexibility: While this is a standard weekday role, the candidate must be flexible and available to work on weekends if needed during special events, brand campaigns, or crisis management situations.