Associate Manager - ORM/QSD

Role & responsibilities

Effectively drives the organizations customer focused approach through effective communication to customers responses received on ORM / social media platforms and monitor and improve the sentiments conversion through planned strategies. Conversion of negative sentiments to positive and strategies with the ORM agency, benchmarking with peer airports , good practices adopted by global airports to handle their ORM

• Key Account manager for handling ORM agency.
• Monitor the entire ORM sentiments received through various channels and ensure a fast and correct response.
• Coordinate with various stakeholders (Internal/External) to obtain credible inputs and respond to passenger feedback/queries accordingly. Prepare shift roster for the SM Executives and monitor adherence to the roster.
• Approval of any new candidate for SM Executive before boarding. Ensure SLA monitoring and as Key account manager for an appointed ORM agency.
• Monthly Meetings with the senior team of the ORM agency for performance review.
• Conduct response quality audit on the responses posted by ORM across various channels and share inputs for improvement.
• Handhold/ train the ORM/ on any process changes and response strategy Convert Negative Sentiment to Positive Sentiment by effective engagement and on-ground coordination through planned strategies. Prepare shift report and escalate any high influencer tweets/feedback to the relevant departments.
• Keep track of all the conversations, brief on the repetitive negative sentiments follow the escalation matrix in time to ensure brand reputation.
• Weekly updates on CEO focus areas with respect to ORM performance Weekly review of Response Playbook (curated response database)-in line with the latest process changes /improvements Work in close coordination with Corp.
• Communication team and seek input on any branding related posts/ promotional posts for response management