Senior ORM Executive

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

Job summary

Kinnect is seeking an ORM-focused professional to lead conversations, monitor sentiment, and convert feedback into actionable insights. You will guide junior members and help build client confidence in the ORM process.

Responsibilities include owning end-to-end ORM for assigned brands, maintaining turnaround times, producing sentiment-rich reports, and collaborating across teams to resolve user concerns. You will mentor peers and contribute to process improvements.

Qualifications

• 2–3 years of ORM or social media handling experience, preferably in a digital agency setup.
• Proficiency with ORM tools and analytics dashboards.
• Excellent written communication with the ability to adapt tone across scenarios.
• Experience 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 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

Skills

ORM experience

Written communication

Gen AI tools

Problem solving

Brand sentiment

Tools

Sprinklr

Meltwater

Analytics dashboards

ChatGPT

Job description

Why This Role Rocks

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