ORM Executive

Team Pumpkin; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Team Pumpkin is seeking an enthusiastic ORM Executive to help monitor and manage online brand presence across social platforms. You will track mentions, review customer feedback, perform sentiment analysis, publish content, and assist in crisis responses using Sprinklr and Salesforce.

The role requires familiarity with major social channels, strong written communication, and the ability to translate data into actionable insights. Join a collaborative team focused on safeguarding brand reputation.

Qualifications

• Basic understanding of Online Reputation Management (ORM) principles and best practices.
• Familiarity with major social media platforms and experience monitoring and engaging with online communities.
• Experience working with Sprinklr for social media management, listening, publishing, and reporting.
• Familiarity with Salesforce for customer interaction management, case tracking, and workflow coordination.
• Strong written and verbal communication skills with the ability to draft clear, empathetic, and brand-aligned responses.
• Ability to analyze customer feedback, sentiment, and performance data to identify trends.

Responsibilities

• Monitor brand mentions across social media, review sites, forums, and other online platforms.
• Review and respond to online customer reviews and feedback across channels.
• Assess online sentiment and compile reports on public perception.
• Monitor conversations on X/Twitter, Facebook, Instagram, LinkedIn, YouTube, etc.
• Schedule and publish approved content across social platforms with accuracy and consistency.
• Assist in crisis communication plans and timely escalation.
• Prepare regular reports and dashboards with actionable insights.
• Draft empathetic responses to customer inquiries.
• Monitor competitors' online reputation for insights.
• Support creation of positive content for social media and blogs.
• Promote positive brand narratives and advocacy initiatives.
• Use Sprinklr and Salesforce for platform management and case tracking.
• Maintain organized records of reviews and conversations for reporting.

Skills

ORM basics

Social listening

Content moderation

Sentiment analysis

Written communication

Analytical skills

Time management

Independent work

Organizational skills

Sprinklr

Salesforce

Brandwatch

Google Analytics

Education

Bachelor's degree in Communications, Public Relations, Marketing, Journalism, or a related field

Tools

Sprinklr

Salesforce

Hootsuite

Brandwatch

Google Analytics

Job description

About The Role

We are seeking an enthusiastic and detail-oriented

About The Role

We are seeking an enthusiastic and detail-oriented ORM Executive to join our team. This role offers an exciting opportunity to contribute to digital reputation management, content moderation, social media monitoring, social media publishing, and crisis management. The ORM Executive will work closely with the ORM team to support strategies aimed at improving the brand's online presence and addressing any potential issues that may arise across digital platforms.

Key Responsibilities

Monitoring & Analysis

• Track brand mentions across social media, review sites, forums, and other online platforms using ORM tools and manual searches.

Content Review

• Manage and respond to online customer reviews, feedback, and comments across multiple digital channels while maintaining the brand's tone of voice.

Sentiment Analysis

• Assess online sentiment and compile reports on public perception, identifying trends and opportunities for improvement.

Social Media Listening

• Monitor social media platforms (X/Twitter, Facebook, Instagram, LinkedIn, YouTube, etc.) to identify conversations, trends, customer concerns, and potential reputation risks.

Social Media Publishing

• Schedule and publish approved content across social media platforms using publishing tools, ensuring timely execution, content accuracy, and brand consistency.

Crisis Management Support

• Assist in the development and execution of crisis communication plans, ensuring timely escalation and professional responses to reputation-related issues.

Reporting

• Prepare regular reports and dashboards highlighting online reputation metrics, customer sentiment, campaign performance, and actionable insights.

Customer Interaction

• Draft and publish responses to customer feedback and inquiries, ensuring they are empathetic, professional, and aligned with brand guidelines.

Competitor Monitoring

• Monitor competitors' online reputation, campaigns, and customer engagement to provide actionable competitive insights.

Content Creation

• Support the creation of positive, brand-building content for social media, blogs, review platforms, and other digital channels.

Brand Advocacy

• Promote positive brand narratives and assist in initiatives that strengthen customer trust and brand advocacy.

Platform & Tool Management

• Use Sprinklr for social media monitoring, engagement, publishing, and reporting, and Salesforce for customer case management, tracking interactions, and ensuring timely resolution of customer queries.

Data Entry & Organization

• Maintain organized records of reviews, mentions, customer interactions, and online conversations to support reporting and analysis.

Skills & Experience We Require

• Basic understanding of Online Reputation Management (ORM) principles and best practices.
• Familiarity with major social media platforms and experience monitoring and engaging with online communities.
• Experience working with Sprinklr for social media management, listening, publishing, and reporting.
• Familiarity with Salesforce for customer interaction management, case tracking, and workflow coordination.
• Strong written and verbal communication skills with the ability to draft clear, empathetic, and brand-aligned responses.
• Ability to analyze customer feedback, sentiment, and performance data to identify trends and recommend improvements.
• Excellent attention to detail while reviewing and moderating online content.
• Ability to remain calm under pressure and manage sensitive situations professionally.
• Self-motivated with the ability to work independently and proactively.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Comfortable using digital tools such as Google Analytics, Sprinklr, Salesforce, Hootsuite, Brandwatch, and other social listening or CRM platforms.

Qualifications

• Bachelor's degree in Communications, Public Relations, Marketing, Journalism, or a related field.
• 1–2 years of experience in Online Reputation Management, Digital Marketing, Customer Support, Social Media Management, or a related domain.
• Previous internship or project experience in ORM, social media management, customer service, or digital marketing will be an added advantage.