ORM Executive

Cog Culture; Gurugram District; On-site; INR 400,000 - 800,000; Full time

Job summary

Cog Culture is seeking an ORM Executive to manage online reputation, social listening, and digital monitoring for multiple brands. You will track brand mentions, respond to customer queries, and provide actionable insights to clients and internal teams.

The role requires 1–3 years of ORM experience, strong written communication, and the ability to analyse sentiment, trends, and crises across platforms such as Facebook, Instagram, X/Twitter, YouTube, and Google Business Profile.

Qualifications

• 1–3 years of ORM / Social Listening / Digital Reputation Management.
• Strong understanding of Social Listening, Sentiment Analysis, Brand Monitoring, Competitor Analysis, and Crisis Escalation.
• Strong written and verbal communication skills.
• Good analytical and reporting skills.
• Ability to manage multiple brands and work within tight deadlines.
• Good understanding of Facebook, Instagram, X/Twitter, YouTube, and Google Business Profile.

Responsibilities

• Manage day-to-day ORM activities for assigned brands.
• Monitor brand mentions, customer queries, complaints, feedback, and conversations across digital platforms.
• Conduct Social Listening to track brand, product, campaign, competitor, and industry-related conversations.
• Monitor relevant keywords, hashtags, brand names, reviews, product names, and campaign mentions using social listening tools.
• Analyse sentiment, conversation trends, customer pain points, and emerging issues.
• Identify potential reputation risks and proactively elevate negative or sensitive conversations.
• Track competitor conversations, brand perception, and Share of Voice (SOV).
• Prepare daily, weekly, and monthly ORM & Social Listening reports with actionable insights.
• Maintain ORM trackers and ensure accurate categorisation, follow-ups, and closure of customer conversations.
• Coordinate with clients and internal teams for timely responses and resolution of customer complaints.
• Monitor and support crisis communication and escalation when required.
• Follow brand-specific response guidelines and escalation matrices.
• Provide actionable insights based on social listening data to improve customer experience and online reputation.

Skills

Social Listening

Sentiment Analysis

Brand Monitoring

Crisis Escalation

Reporting & Insights

Client Coordination

Analytical Thinking

Tools

Sprinklr

Konnect Insights

Locobuzz

Brandwatch

Job description

No. of working days: 06 (Saturday Work from Home)

About the Role

We are looking for an ORM Executive with hands-on experience in Online Reputation

Management, Social Listening, and Digital Monitoring. The candidate will be responsible

for managing online conversations, monitoring brand reputation, identifying customer

concerns, and providing actionable insights to clients and internal teams.

Key Responsibilities

• Manage day-to-day ORM activities for assigned brands.
• Monitor brand mentions, customer queries, complaints, feedback, and conversations across digital platforms.
• Conduct Social Listening to track brand, product, campaign, competitor, and industry-related conversations.
• Monitor relevant keywords, hashtags, brand names, reviews, product names, and campaign mentions using social listening tools.
• Analyse sentiment, conversation trends, customer pain points, and emerging issues.
• Identify potential reputation risks and proactively elevate negative or sensitive conversations.
• Track competitor conversations, brand perception, and Share of Voice (SOV).
• Prepare daily, weekly, and monthly ORM & Social Listening reports with actionable insights.
• Maintain ORM trackers and ensure accurate categorisation, follow-ups, and closure of customer conversations.
• Coordinate with clients and internal teams for timely responses and resolution of customer complaints.
• Monitor and support crisis communication and escalation when required.
• Follow brand-specific response guidelines and escalation matrices.
• Provide actionable insights based on social listening data to improve customer experience and online reputation.

Must-Have Skills

• 1–3 years of experience in ORM / Social Listening / Digital Reputation Management.
• Strong understanding of Social Listening, Sentiment Analysis, Brand Monitoring, Competitor Analysis, and Crisis Escalation.
• Strong written and verbal communication skills.
• Good analytical and reporting skills.
• Ability to manage multiple brands and work within tight deadlines.
• Good understanding of Facebook, Instagram, X/Twitter, YouTube, and Google Business Profile.

platforms.

ORM Tools

• Hands-on experience with any: Sprinklr | Konnect Insights | Locobuzz | Brandwatch
• Knowledge of Meta Business Suite and other social listening/monitoring platforms is an added advantage.

Skills

• Social Listening | Sentiment Analysis | Brand Monitoring | Competitor Analysis | Crisis Escalation | Client Coordination | Reporting & Insights