Lead / Specialist - Online Reputation Management

The role based in Bengaluru, India requires a minimum of 6 to 8 years of experience in Online Reputation Management. Reporting to the Head of Communications, you will be responsible for managing Delhivery's online brand presence. Your main tasks will include formulating, implementing, and refining online reputation management strategies to align with communication objectives and business goals. You will also develop and implement standard operating procedures for ORM processes. You will be expected to monitor brand mentions, customer reviews, ratings, news reports, social media conversations, and online forum discussions. Utilizing ORM software for sentiment analysis and trend identification, you will analyze data to identify issues, sentiment shifts, and reputation risks. Furthermore, you will generate reports detailing online sentiment, discussion themes, and reputation performance metrics. In the event of a crisis, you will establish response protocols for addressing feedback, complaints, and public relations incidents across digital platforms. Collaborating with various departments, including Customer Service, Legal, Public Relations, and Marketing, will be crucial to ensure a unified approach to issue resolution and information dissemination. Your responsibilities will also include overseeing Delhivery's presence and performance on review platforms, composing and publishing responses to customer reviews, and tracking review platform KPIs. Additionally, you will collaborate with content creation and marketing teams to develop positive and informative content, applying SEO principles to improve brand visibility in search engine results pages. You will be required to evaluate, onboard, and manage external ORM agencies or software vendors, ensuring the utilization of ORM tools and platforms. A Bachelor's degree in Communications, Marketing, Public Relations, or a related field is necessary for this role. Moreover, experience with ORM software platforms and an understanding of digital marketing channels, social media ecosystems, and search engine functionality are essential qualifications. Strong written communication skills, data analysis capabilities, crisis communication experience, and the ability to manage multiple tasks concurrently are also required. Experience within the logistics, e-commerce, or a consumer-facing industry is preferred.,