Online Reputation Management Executive

You are an enthusiastic and detail-oriented Online Reputation Management (ORM) Executive at Route 33, based in Gurugram. Your primary responsibility is to shape positive brand perception across digital channels for premium and luxury automotive brands. Your role involves monitoring brand mentions, categorizing sentiment, crafting on-brand responses, collaborating with internal teams, de-escalating negative interactions, and handling potential reputation threats or crisis scenarios. In this role, you will be required to use social listening tools to monitor brand mentions across various platforms and categorize sentiment as positive, neutral, or negative. You will track recurring issues or feedback trends and craft thoughtful responses to comments, messages, and reviews. Collaborating with internal teams is essential to ensure responses reflect accurate product/service information and a consistent tone of voice. Your ability to de-escalate negative interactions and turn dissatisfied users into brand advocates through empathetic communication is crucial. Additionally, you will be responsible for handling potential online reputation threats or crisis scenarios in a calm and strategic manner. Compiling and presenting reports on ORM performance metrics, analyzing review and survey data, and sharing customer feedback and insights with relevant departments for action are also part of your responsibilities. To excel in this role, you should possess strong written and verbal communication skills, be empathy-driven, calm under pressure, and solution-oriented. An analytical mindset with experience in tracking and reporting metrics, multitasking abilities, working knowledge of ORM tools and social listening platforms, as well as proficiency in MS Excel and PowerPoint for reporting are required skills. You should hold a Bachelor's degree in English, Marketing, Communications, or a related field, along with 12 years of experience in ORM, digital marketing, or community management. Familiarity with online marketing and SEO basics, as well as certifications in social media or digital marketing, are considered advantageous. Route 33 is a niche digital agency known for helping premium and luxury automotive brands build deep emotional connections with their audience through empathetic thinking, meticulous execution, and outcome-driven strategies. By combining agility with sharp creative insights, Route 33 delivers exceptional results for its clients.,