Executive - ORM

Job Description

FYERS is a fast-growing, award-winning trading and investment platform designed for active traders and investors. We are a bootstrapped company led by our founders who are extremely passionate about creating best-in-class value to our diverse customers, employees, and communities. With over 800,000 customers and recognized as the ET Best Bootstrapped Startup of the Year 2023. Why Join Us: - Immerse yourself in the dynamic world of capital market and financial services. - Shape the future of digital finance by working on groundbreaking projects. - Collaborate with a diverse team of experts and visionaries. - Elevate your career with continuous learning and growth opportunities. About the Role: Were on the lookout for a proactive and detail-driven ORM Executive to join our team and take ownership of managing the companys reputation across a wide range of digital platforms. If youre passionate about customer experience, digital conversations, and building engaged online communities, this could be a great next step in your journey at FYERS. Requirements Social Media & Review Management Actively monitor and manage customer comments, reviews, and queries across: - Facebook, Instagram, Twitter, LinkedIn, YouTube - Google My Business - App Store & Play Store Respond to users with empathy, professionalism, and speed, following up with internal teams to ensure timely resolutions. Escalate critical issues and track them to closure with respective stakeholders. Customer Sentiment & Feedback Enhance our overall customer sentiment score through meaningful engagement and timely responses. Collect and analyze customer feedback to identify patterns, product issues, and improvement opportunities. Work closely with the Product and Support teams to feed insights back into product development and customer experience enhancements. Community Building Initiate conversations, respond to queries, and make our presence valuable and informative. Insights & Analysis Track ORM KPIs such as sentiment score, resolution rate, average response time, etc. Conduct regular competitor benchmarking to understand trends, gaps, and opportunities. Run sentiment analysis to gauge customer mood and proactively manage brand reputation. Conduct Feedback Analysis to understand the need of the user and coordinate with the product team to share the inputs. Key Requirements: You have at-least 1 year of experience at FYERS. Customer First mindset. Youre an excellent communicator and thrive on building great customer relationships. Youre quick on your feet, organized, and great at collaborating across teams.