ORM Executive

Locobuzz; Mumbai; Hybrid; INR 400,000 - 700,000; Full time

Benefits offered by this job

Hybrid work model

Hands-on CX platform experience

Mentorship and recognition

Job summary

Locobuzz is seeking an ORM Executive to manage brand conversations and protect client reputation from our Andheri (Mumbai) office. The role involves monitoring social channels, crafting timely responses, and generating insightful reports. Hybrid work schedule with shifts between early morning and late night.

You will interact with top clients, coordinate with internal teams, and contribute to process improvements while ensuring high-quality deliverables across platforms.

Qualifications

• Bachelor's degree required or equivalent.
• Excellent written and spoken communication with attention to detail.
• Experience with ORM dashboards, social listening, and reporting.

Responsibilities

• Monitor brand mentions and respond promptly across digital channels.
• Tag and classify tickets by sentiment and category per SLA.
• Flag reputational risks and assist in crisis management with clients.

Skills

Excellent communication

Social media literacy

Analytical skills

SaaS ORM platforms

MS Office (Excel/PowerPoint)

Crisis response

Client-facing reporting

Education

Bachelor's degree in any stream

Tools

Locobuzz

Sprinklr

Job description

ROLE

ORM Executive

LOCATI ON

DEP ARTME NT

ORM Team

ABOUT LOCOBUZZ

Locobuzz builds AI-powered Customer Experience technology that helps global brands listen, engage, and

respond to customers across every digital channel; social, messaging, reviews, and support. Our platform

combines social intelligence, conversational AI, and workflow automation to manage millions of customer

interactions at scale. Leading brands across industries run their CX operations on Locobuzz.

ABOUT THE ROLE

As an ORM Executive, based onsite at our Andheri (Mumbai) office and reporting to the Team Lead – ORM, you'll represent top brands across industries as their digital voice. Working a hybrid schedule (2–3 days a week from office, open to both 5-day and 6-day structures) with rotational shifts between 7:00 AM and 12:00 Midnight, you'll monitor online conversations, provide meaningful responses, and proactively manage brand reputation across social and digital channels, while contributing to process improvement and

KEY RESPONSIBILITIES

• Monitor and track brand mentions, queries, and feedback across digital platforms, responding promptly and on-tone
• Accurately tag and classify tickets by sentiment and category, ensuring adherence to SLAs (TAT, FLR)
• Proactively flag early signs of reputational risk and support crisis and escalation scenarios in coordination with client and internal teams
• Analyse conversations to identify recurring issues, sentiment shifts, and topic spikes, offering proactive recommendations to clients
• Generate timely daily, weekly, and monthly reports with quantitative metrics and actionable insights
• Identify gaps, risks, and opportunities in each reporting cycle and present data-backed recommendations
• Serve as the primary ORM point of contact for the brand, participating in client meetings and review sessions
• Coordinate with internal teams to ensure process alignment and consistent delivery

KEY SKILLS / WHAT WE'RE LOOKING FOR

• Bachelor's degree in any stream
• Excellent written and verbal communication skills, with strong attention to detail, grammar, and context
• Strong command of social media platforms, trends, and digital etiquette
• Strong analytical skills, able to derive meaning from large volumes of unstructured data
• Experience with ORM dashboards or social listening tools, and generating reports and insights
• Good working knowledge of MS Office, especially Excel and PowerPoint
• Quick learner, comfortable in a fast-paced, high-volume environment
• Prior experience with SaaS ORM platforms (e.g. Locobuzz, Sprinklr), crisis response, or client-facing reporting is a plus

WHY LOCOBUZZ?

• Be part of a dynamic, fast-growing team working with top-tier brands across India
• Get hands-on experience with an industry-leading CX platform and practices
• Hybrid work model with exposure to large-scale digital operations
• A culture of constant learning, mentorship, and recognition