Senior ORM Executive

Kinnect; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Kinnect in Mumbai is seeking an ORM specialist to lead brand conversations, monitor sentiment, and deliver timely insights. You will mentor juniors, partner with client teams, and maintain high-quality responses across channels.

The role requires 2–3 years in ORM or social media handling, proficiency with ORM tools, and strong written communication. Experience with Gen AI content drafting and sentiment calibration is a plus. This is an onsite opportunity in Mumbai.

Qualifications

• 2–3 years of ORM or social media handling experience.
• Proficiency in ORM tools (Sprinklr, Meltwater, etc.) and analytics dashboards.
• Excellent written communication with the ability to adapt tone across scenarios.
• Experience in using Gen AI tools for content drafting, tone alignment, or sentiment calibration.
• Strong problem-solving attitude and the ability to remain composed during social media escalations.
• A good understanding of how audience perception shapes brand identity.

Responsibilities

• Own end-to-end ORM for assigned brands—monitor, analyze, and respond to conversations.
• Maintain TAT while enhancing response quality and consistency.
• Share real-time updates on critical mentions with brand teams.
• Generate in-depth ORM reports with sentiment breakdowns and key observations.
• Use social listening tools to spot patterns, themes, or emerging narratives.
• Coordinate with internal and client teams to close user concerns with clear resolutions.
• Mentor junior executives on best practices and tone guidance.
• Contribute to improving ORM processes and tools usage.

Skills

ORM experience

Social media handling

Gen AI tools

Written communication

Problem-solving

Brand perception

Tools

Sprinklr

Meltwater

Analytics dashboards

Job description

This is where you begin to lead the narrative. You’ll manage conversations, influence sentiment, and turn user feedback into actionable insights. Your responses won’t just be timely—they’ll be thoughtful, strategic, and on-brand. You’ll also start to guide junior members and build client confidence in the ORM process.

The Impact You’ll Drive

• Own end-to-end ORM for assigned brands—monitor, analyze, and respond to conversations
• Maintain TAT while enhancing response quality and consistency
• Share real-time updates on critical mentions or potential issues with brand teams
• Generate in-depth ORM reports with sentiment breakdowns and key observations
• Use social listening tools to spot patterns, themes, or emerging narratives
• Coordinate with internal and client teams to close user concerns with clear resolutions
• Mentor junior executives on best practices and tone guidance
• Contribute to improving ORM processes and tools usage

The Skills That Seal the Deal

• 2–3 years of ORM or social media handling experience, preferably in a digital agency setup
• Proficiency in ORM tools (Sprinklr, Meltwater, etc.) and analytics dashboards
• Excellent written communication with the ability to adapt tone across scenarios
• Experience in using Gen AI tools (e.g., ChatGPT, GrammarlyGO, Perplexity, etc) for content drafting, tone alignment, or sentiment calibration
• Strong problem-solving attitude and the ability to remain composed during social media escalations
• A good understanding of how audience perception shapes brand identity