Online Reputation Management

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Role Overview

The ORM Executive will be responsible for managing and enhancing Palmonas’ online reputation across all digital touchpoints. This includes proactively monitoring brand mentions, responding to customer queries and reviews, managing escalations, and ensuring brand voice consistency across platforms like Instagram, Facebook, Google Reviews, and marketplaces.

Key Responsibilities

1. Reputation Monitoring & Response Management

• Monitor and track brand mentions, reviews, and comments across all digital platforms (social media, Google, marketplaces, forums, etc.).
• Respond promptly, empathetically, and in brand tone to customer feedback, complaints, and inquiries.
• Identify potential risks or PR escalations early and work with CX and PR teams to resolve them.

2. Escalation & Issue Management

• Coordinate with internal teams (Customer Service, Operations, Retail, and Logistics) to resolve customer concerns efficiently.
• Maintain an escalation tracker with timelines and resolution updates.
• Ensure timely closures of negative cases and convert them into positive brand experiences.

3. Analytics & Reporting

• Prepare weekly and monthly reports on brand sentiment, response time, and customer satisfaction trends.
• Analyze recurring issues to recommend process improvements.
• Track competitor sentiment and share actionable insights with the marketing and CX teams.

4. Content & Community Engagement

• Collaborate with social media and content teams to ensure responses reflect Palmonas’ brand personality—modern, aspirational, and customer-first.
• Engage with loyal customers and influencers to strengthen brand advocacy.
• Identify and leverage opportunities to highlight positive stories and testimonials.

Skills & Competencies

• Strong written and verbal communication (English + Hindi)
• Empathy and problem-solving orientation
• Attention to detail and sense of urgency
• Knowledge of ORM tools like Sprinklr, Hootsuite, Brandwatch, or native platform analytics
• Basic understanding of social media trends and D2C customer journeys
• Ability to handle multiple conversations with calm professionalism