Online Reputation Management (ORM) Lead

We're looking for a dynamic ORM Program Manager who can elevate our brand's presence across digital platforms. If you're passionate about storytelling, thrive on creativity, and know how to spark genuine conversations online, this is the perfect opportunity for you. In this role, you'll be the brand's voice—creating engaging content, fostering community connections, and driving authentic engagement that truly resonates with our audience.

Role & Responsibilities:

• Manage and improve ORM performance through performance monitoring, problem resolution, system audits and quality assurance measures for ORM on Social platforms.
• Owning all ORM responses metrics, responses and resolutions, with consistent branded responses with the language of Care and build trust. Overall ownership of making the brand the most trusted and responsive brand in the industry.
• Owning all brands' online properties (FB, Twitter, Instagram, LinkedIn, Apps etc.) and end-to-end accountability of all App reviews (Playstore, iOS etc.).
• Community Sentiment Tracking: Identify recurring themes and feedback trends to improve overall experience and reduce escalations.
• Continuous reduction of negative targets, audience, posts, comments etc. and spearheading all processes to ensure all social handles and all social walls are always clean of negative, harmful, inappropriate, and irrelevant Content.
• Brand Harvesting, Sentiment and Competition analysis on Month-on-Month basis.
• Regular social listening and continuous marketing campaign sentiment analysis, reporting to the marketing and business teams for continuous improvements with suggestions/ideas.
• Deep partnership with Marketing, Retention, Acquisition teams to drive Customer analytics on ORM.
• Work very closely with Customer Service/Contact Centre operations and Quality functions to identify the failures in the systems on regular basis.
• Build a checker policy for the Contact Centre on their resolution failures.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines and ORM processes for improvement in KPI's.
• ORM performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Work very closely in identifying the best strategical approach of the complete ORM strategy.
• Prepare weekly and monthly KPI reports for submission to executive management.
• Oversee system maintenance and upgrade implementation as needed of CX - ORM Platform.
• Maintain consistent professional improvement through company provided workshops, tracking Contact Center trends and active participation in team projects.
• Steps in to handle escalated issue resolution and escalations from the CEO pages/handles.

Account management:

• Solving customer problems using Nextiva's capabilities.
• Proactively manage account to maximize customer value and drive tangible business growth and ROI for the customer.
• Collaborate with internal teams to craft compelling proposals and offerings that demonstrate the value of expanded services.
• Suggest improvements in existing processes and delivery to the customer for optimum satisfaction.
• Build strong relationships that can help with expansion within different departments.

Nextiva DNA (Core Competencies)

Nextiva's most successful team members share common traits and behaviors:

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
• Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.

• Medical - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance ️ - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
• Financial Security - Provident Fund & Gratuity
• Wellness ‍ - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

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