ORM Consultant | To THE New

TO THE NEW; Dadri; On-site; INR 350,000 - 700,000; Full time

Job summary

TO THE NEW is seeking an ORM Consultant to monitor brand mentions, sentiment, and customer feedback across social platforms. You will manage responses, identify escalations, and generate regular reports to track performance and risks.

You will work with Brandwatch and Locobuzz, apply sentiment analysis, and collaborate with internal teams to resolve issues. The role involves real-time monitoring during campaigns and shifts as needed.

Qualifications

• 1–3 years of experience in ORM, social listening, or social media CX.
• Hands-on with Brandwatch and/or Locobuzz preferred.
• Good written communication and ability to handle negative comments professionally.

Responsibilities

• Monitor brand mentions, comments, reviews across social and digital platforms.
• Respond using approved templates and escalate high-risk conversations.
• Prepare daily/weekly/monthly ORM reports with sentiment and trends.

Skills

ORM experience

Social listening

Brandwatch

Locobuzz

Sentiment analysis

Communication

Complaint escalation

Google Sheets

Tools

Brandwatch

Locobuzz

Google Business Profile

Excel

Job description

Role Overview

We are looking for an ORM Consultant to manage and monitor online conversations, customer feedback, reviews, and brand mentions across digital platforms. The role will involve social listening, response management, escalation handling, sentiment analysis, and reporting.

Key Responsibilities

• Monitor brand mentions, comments, reviews, and conversations across social media and digital platforms.
• Manage ORM activities using Brandwatch and Locobuzz.
• Respond to customer comments, queries, complaints, and reviews using approved response templates.
• Identify negative or sensitive conversations and **escalate** them to the relevant team.
• Track positive, negative, and neutral sentiment around the brand.
• Monitor conversations across platforms such as Facebook, Instagram, X, Google Reviews, YouTube, Reddit, Quora, and other relevant channels.
• Support real-time monitoring during campaigns, festivals, launches, or high-volume periods.
• Maintain response and escalation TAT/SLA.
• Identify recurring customer issues and emerging reputation risks.
• Prepare daily/weekly/monthly ORM reports covering mentions, sentiment, response status, escalations, and key trends.
• Coordinate with internal/client teams for complaint resolution and closure.

Tool Experience

• Hands-on experience with Locobuzz for social listening, response management, ticketing/escalation, sentiment tracking, and reporting.
• Experience with Brandwatch for social listening, mention tracking, sentiment analysis, trend identification, and reporting.
• Understanding of social media and review monitoring tools.

Required Skills

• 1-3 years of experience in ORM, social listening, or social media customer experience.
• Hands-on experience with Brandwatch and/or Locobuzz preferred.
• Good written communication skills.
• Ability to handle negative comments and customer complaints professionally.
• Strong understanding of sentiment analysis and escalation management.
• Familiarity with Google Business Profile and major review platforms.
• Comfortable using AI tools such as ChatGPT, Gemini, Claude, or similar platforms for sentiment analysis, response drafting, complaint summarization, and review analysis.
• Good working knowledge of Google Sheets/Excel for ORM tracking and reporting.
• Comfortable working with dashboards, reports, and large volumes of online conversations.
• Ability to work in shifts/weekends when required for ORM coverage.

Preferred Experience

Experience managing ORM for multi-location consumer brands will be an advantage.

Experience in beauty, wellness, healthcare, retail, hospitality, or other high-volume customer-facing categories will be preferred.