Junior Online Reputation Management (ORM) Executive

Job Title: Junior Online Reputation Management (ORM) Executive

Experience Level: Entry-level (02 years)

Department: Digital Marketing / Communications 

Job Summary

The Junior ORM Executive will monitor, track, and manage the company's online reputation to foster a positive brand image and enhance customer trust. This individual will handle online feedback and engage with customers across social media, review sites, and other digital platforms. The role requires tact, quick thinking, and strong communication skills to address online conversations professionally. 

Key responsibilities

• Online monitoring and tracking: Monitor online mentions, reviews, comments, and feedback about the brand on platforms like social media (Reddit, Quora etc) review sites (Google, Glassdoor), blogs, and forums.
• Audience engagement: Engage with the online community by responding to customer inquiries and comments promptly and professionally to build brand loyalty.
• Response management: Address both positive and negative feedback tactfully while aligning with the brand's tone of voice. Escalate critical or sensitive issues to the appropriate internal teams.
• Content collaboration: Work with the marketing and content teams to promote positive content, testimonials, and customer stories that help shape public perception.
• Crisis support: Assist in executing the crisis management plan to mitigate the impact of negative publicity.
• Reporting and analysis: Contribute to weekly and monthly ORM reports by documenting interactions and highlighting key sentiment trends and actionable insights.
• Compliance: Ensure all communication adheres to company guidelines, policies, and procedures. 

Required skills and qualifications

• Bachelor's degree in Marketing, Communications, Mass Communication, or a related field is often preferred.
• 0–2 years of experience in ORM, social media, digital marketing, or customer service.
• Excellent written and verbal communication skills, with a keen attention to grammar and an empathetic tone.
• Familiarity with major social media platforms and online listening tools.
• Proficiency in Microsoft Office, particularly MS Excel for reporting.
• Ability to multitask, prioritize, and manage a high volume of interactions calmly and professionally.
• Strong analytical, research, and problem-solving skills.
• Self-motivated and a collaborative team player