Senior Executive-Customer Experience- Online Reputation Management (ORM)

Stars Group; Bengaluru; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

An innovative firm is seeking a skilled Online Reputation Manager to enhance its brand presence across digital platforms. This role involves monitoring brand mentions, engaging with online communities, and managing customer feedback to foster positive relationships. With a focus on crisis management and collaboration with various teams, the ideal candidate will have a strong background in social media management and excellent communication skills. Join this dynamic environment where your contributions will play a vital role in shaping the company's online reputation and ensuring customer satisfaction. If you're passionate about brand management and thrive in fast-paced settings, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in Online Reputation Management and Social Media Management.
• Proficiency in reputation management tools and strong SEO understanding.

Responsibilities

• Monitor brand mentions and online sentiment across platforms.
• Respond to customer reviews and manage potential PR crises.
• Collaborate with teams to enhance the visibility of positive content.

Skills

Online Reputation Management

Social Media Management

Reputation Management Tools

SEO

Excellent Communication

Crisis Management

Analytical Thinking

Education

Any Graduation Degree

Tools

Reputation Management Tools

Job description

Requirements
1. Education and Experience
○ Any graduation degree
○ Minimum of 2 years of experience in Online Reputation Management, Social
Media Management.

2. Technical Skills
○ Proficiency in reputation management tools
○ Strong understanding of SEO, and social media platforms.
3. Soft Skills
○ Excellent communication, both written and verbal.
○ Crisis management and problem-solving skills.
○ Ability to handle feedback and work in a fast-paced environment.
○ Strong attention to detail and analytical thinking.
4. Additional Requirements
○ Knowledge of brand management principles.
○ Ability to monitor and engage with online communities effectively.

Responsibilities
1. Monitoring and Management
○ Continuously monitor brand mentions, reviews, and online sentiment across
platforms.
○ Analyze feedback and online trends to provide actionable insights to the team.
○ Track and manage the company’s online presence on review platforms and
social media.
2. Engagement
○ Respond promptly and professionally to customer reviews and inquiries on
various platforms.
○ Address negative reviews or comments with tact and solutions to mitigate
potential crises.
○ Foster positive relationships with customers, influencers, and other stakeholders
online.
3. Crisis Management
○ Develop strategies to address and resolve reputational issues effectively.
○ Act as the first line of defense in managing potential PR crises online.

4. Collaboration
○ Work closely with the customer service team to address and resolve recurring
issues highlighted online.

○ Collaborate with SEO and marketing teams to improve the visibility of positive
content.