Digital Marketing Associate in Mumbai

Job Description

Key Responsibilities Continuously monitor online mentions, reviews, and discussions of the brand in both India and international markets Use ORM tools like Konnect Insights and Salesforce to track and analyze sentiment trends across various platforms Respond to customer feedback including positive, neutral, and negative in a timely and professional manner on social media and review websites Address complaints, provide solutions, and communicate brand values to enhance customer satisfaction and loyalty Identify potential reputational threats and implement swift actions to mitigate negative publicity Manage reviews on platforms like Google My Business and social media pages Coordinate with internal teams such as CRM and RCRM to resolve customer issues effectively and follow up on unresolved complaints Ensure all customer concerns are logged, tracked, and resolved in coordination with the customer support and CRM teams in Salesforce and Konnect Insights Create weekly and monthly ORM reports highlighting review trends, sentiment analysis, and customer feedback Present findings and recommendations to the senior management team Track key performance indicators such as brand sentiment, response time, and issue resolution rates About Company: Malabar Group was founded in 1993 by a team of enterprising entrepreneurs, led by the visionary genius of Mr. M P Ahammed when he explored beyond his immediate circle in the agri-corp industry to establish a jewelry trading company in a historical city called Kozhikode. Since then, keeping alive the golden spirit of the brand, the Group has remained constant, in its successful forays nurtured by expertise, vision, and guidance, into a formidable business conglomerate. The HQ (headquarters) of Malabar Group located in Kozhikode shines bright as a beacon of success for an empire built on trust, teamwork, and goodwill. Show more Show less