Assistant Manager - Online Reputation Management

Key Responsibilities

Team Leadership & Operations

• Lead and mentor a team of ORM specialists handling customer concerns across social media, review sites, and other digital platforms.
• Ensure efficient case assignment, SLA adherence, and timely closure of escalations.
• Conduct regular coaching, feedback sessions, and performance reviews to drive team excellence.

Reputation & Escalation Management

• Manage high-impact customer cases and brand-sensitive escalations with professionalism and empathy.
• Draft and oversee customer communication that aligns with the brands voice and reputation goals.
• Collaborate with internal teams to ensure customer issues are resolved promptly and effectively.

Insights & Continuous Improvement

• Analyze online customer feedback to identify key themes, risks, and improvement opportunities.
• Generate actionable insights for cross-functional teams to enhance product, process, and customer experience.
• Contribute to the design and implementation of initiatives that reduce inflow and improve proactive customer communication.

Key Skills & Competencie

• Strong people management and coaching ability.
• Excellent written and verbal communication skills with high customer empathy.
• Ability to handle high-pressure escalations with maturity and composure.
• Proficiency in ORM/social listening tools
• Analytical mindset with data interpretation and problem-solving skills.

Qualifications & Experience

• Graduate / Postgraduate in any discipline (MBA preferred).
• 57 years of experience in Customer Experience, ORM, or Social Media Management, with at least 2 years in a supervisory or managerial role.
• Experience in internet consumer platforms, e-commerce, or travel/tech sectors preferred.

Key Performance Indicators (KPIs)

• Timely resolution of escalations within defined SLAs.
• Improvement in customer sentiment and online brand rating.
• Enhanced customer satisfaction and engagement metrics.
• Effective team performance and development.
• Strong cross-functional collaboration and delivery on reputation initiatives.