Online Reputation Manager

Job Summary

The ORM Executive will be responsible for monitoring, managing, and improving the online reputation of the brand across digital platforms. This role involves responding to customer feedback, handling escalations, coordinating with internal teams, tracking sentiment, and ensuring brand perception remains positive across all channels.

Key Responsibilities

Monitoring & Tracking

Monitor brand mentions, reviews, and conversations across platforms (Google Reviews, Facebook, Instagram, Twitter/X, LinkedIn, Glassdoor, Justdial, Quora, Forums, etc.)

Track sentiment analysis and highlight negative spikes to the team.

Prepare daily/weekly ORM performance reports.

Response Management

Respond to customer reviews, comments, queries, and complaints in a timely and professional manner.

Draft personalised and brand-safe responses for positive, neutral, and negative sentiments.

Manage crisis responses in coordination with senior teams.

Issue Resolution & Coordination

Log all issues and route them to respective internal teams (support, service, sales, operations).

Follow up on open tickets and ensure timely resolution.

Work closely with Customer Support to resolve key concerns.

Brand Reputation Building

Push positive stories, testimonials, and user-generated content to improve brand image.

Assist in building community engagement and trust across platforms.

Maintain brand tone, guidelines, and compliance in all communications.

Analysis & Reporting

Prepare weekly/monthly insights on customer sentiment, review sources, ratings, and major issues.

Competitor benchmarking and brand health score tracking.

Identify meaningful trends to improve service quality.

Skills & Qualifications

Strong written communication skills.

Ability to manage high-pressure situations and sensitive customer escalations.

Familiarity with ORM tools like Hootsuite, Brandwatch, Sprinklr, LocalFalcon, Mention, Meltwater etc.

Understanding of digital platforms and review ecosystems.

Problem-solving skills with a customer-first mindset.

Basic Excel/reporting knowledge.

Preferred Qualifications

Experience in Digital Marketing / Customer Service / Social Media.

Prior ORM experience for brands in real estate, ecommerce, retail, or service sectors is a plus.

Ability to communicate with cross-functional teams.