Online Reputation Management (ORM) Executive _Andheri, Mumbai

Job Description

Job Summary: We are looking for a dedicated and detail-oriented ORM Executive with at least 2 years of experience in managing online brand reputation. The role involves tracking social media mentions, responding to feedback, escalating critical issues, and collaborating with teams to ensure a positive brand image. This position is critical for maintaining customer trust and enhancing the brands online presence. Key Responsibilities: 1. Social Media Monitoring: Track daily mentions of the brand across social media platforms. Perform first-level bifurcation of data into relevant and irrelevant mentions, tagging sentiments (positive, neutral, negative). 2. Response Management: Respond to daily comments based on sentiment and approved templates. Escalate medical, technical, or out-of-template queries to the Senior Executive. Ensure timely and professional responses to maintain brand consistency. 3. Escalation and Critical Issue Management: Identify and escalate critical issues, such as center- or doctor-related feedback, to the Senior Executive. Keep track of ongoing issues and monitor their resolution. 4. Review Management: Negative Reviews: Work closely with the patient care team to address first- and second-level responses for negative feedback. Positive Reviews: Engage positively to strengthen customer relationships and enhance the brand’s reputation. 5. Reporting: Generate daily reports on feedback trends, sentiment analysis, and ORM activities. Maintain a detailed report on negative reviews and their resolution. 6. Brand Reputation Management: Actively work to enhance brand reputation through professional engagement and community management. 7. Team Coordination: Collaborate with the patient care team, marketing team, and Senior Executive to ensure smooth handling of escalations and feedback. 8. Community Management: Foster positive interactions within the brand’s online communities. Encourage constructive feedback and meaningful engagement. Qualifications and Skills: Minimum 2 years of experience in Online Reputation Management or a similar role. Strong written communication skills with attention to detail. Familiarity with sentiment analysis tools and ORM platforms. Ability to manage sensitive situations with professionalism and tact. Proactive and analytical mindset for resolving issues and improving processes. Key Performance Indicators (KPIs): Timeliness and quality of responses. Effective resolution of negative reviews and escalations. Improvement in brand sentiment trends. ***END***