Online Reputation Manager

Job Description

Role : The ORM Manager would be responsible for the performance of the ORM Listening and Engagement teams. He She would be responsible for all deliverables and process adherence as well as detailed periodic reports to be generated. KEY RESPONSIBILITIES : - Monitor and review user comments, suggestions, feedback and complaints across all online platforms including social media and review websites - Respond & engage with customers in a personalized manner to demonstrate that the brand genuinely wants to help resolve issues and deliver a delightful experience - Promptly respond to both negative and positive comments & feedback within the best possible turnaround time - Work closely with the Operations team to help resolve customer complaints and queries. - Monitor, track, analyse and report on feedback and online reviews - Create and publish periodic reports on various metrics, data points and insights pertinent to ORM - Handle partner relationships with various review platforms & websites - Work closely with Social team to enhance positive sentiment for the brand on social media DESIRED CANDIDATE : - Relevant experience for 6+ years in ORM - Experience in handling a 8-10 member team - Excellent verbal and written communication skills - Excellent interpersonal and communication skills - Hands on experience with social media platforms & ORM Tools - Attention to detail, critical-thinker and problem-solver