Lead / Specialist - Online Reputation Management

Location: Bengaluru, India

Experience: 6 - 8 Years

Reporting To: Head of Communications

Role Overview:

This role manages Delhivery's online brand presence. The specialist monitors, manages, and enhances the company's reputation across digital platforms. This role develops strategies for online narrative control, issue resolution, and brand representation.

Key Responsibilities:

Strategy Development and Execution:

• Formulate, implement, and refine online reputation management strategies.
• Align ORM initiatives with communication objectives and business goals.
• Develop and implement standard operating procedures for ORM processes.

Monitoring and Analysis:

• Conduct monitoring of brand mentions, customer reviews, ratings, news reports, social media conversations, and online forum discussions.
• Utilize ORM software (e.g., Brandwatch, Meltwater, Sprinklr, Google Alerts, Mention, Locobuzz, QuickMetrix, Sprout Social) for sentiment analysis and trend identification.
• Analyze data to identify issues, sentiment shifts, and reputation risks.
• Generate reports detailing online sentiment, discussion themes, and reputation performance metrics (e.g., sentiment score, review ratings, response rates).

Crisis Management and Resolution:

• Establish and activate response protocols for addressing feedback, complaints, and public relations incidents across digital platforms.
• Coordinate with Customer Service, Legal, Public Relations, and Marketing departments to ensure a unified approach to issue resolution and information dissemination.

Review and Feedback Management:

• Oversee Delhivery's presence and performance on review platforms (e.g., Google My Business, Glassdoor, industry-specific review sites).
• Compose and publish responses to customer reviews, addressing feedback according to established guidelines.
• Track review platform KPIs, including average rating, number of reviews, and response time.

Content Strategy and Search Engine Reputation Management (SERM):

• Collaborate with content creation and marketing teams to develop and disseminate positive and informative content.
• Identify content gaps that impact online perception and propose content development initiatives.
• Apply SEO principles to content to improve visibility of brand information in search engine results pages (SERPs).
• Partner with social media teams to ensure consistent brand voice and manage public interactions.
• Monitor search engine rankings for brand-related keywords and implement strategies to suppress unfavorable content.

Vendor and Tool Management:

• Evaluate, onboard, and manage external ORM agencies or software vendors.
• Ensure utilization of ORM tools and platforms, optimizing configurations and reporting features.

Qualifications:

• Bachelor's degree. Focus on Communications, Marketing, Public Relations, or a related field.
• Minimum 6 years to 8 years of experience in Online Reputation Management.
• Experience includes development and implementation of ORM strategies for organizations.
• Experience with ORM software platforms such as Brandwatch, Meltwater, Sprinklr, Hootsuite, Sprout Social, Mention, Locobuzz, QuickMetrix, or similar enterprise-level tools.
• Understanding of digital marketing channels, social media ecosystems, and search engine functionality.
• Ability to produce written responses for public consumption, demonstrating clarity, conciseness, and empathy.
• Ability to conduct data analysis, identify trends, and derive insights from online data.
• Experience with crisis communication protocols and execution.
• Ability to manage multiple concurrent tasks and prioritize work.
• Experience within the logistics, e-commerce, or a consumer-facing industry is required.