Online Reputation Manager - BFS / Education

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