Online Reputation Manager - Customer Experience

Job Summary:

The Online Reputation Management Specialist will be responsible for monitoring, enhancing, and protecting the online presence of the brand and its dealerships. This role involves managing Google My Business profiles, social media platforms, and coordinating with ORM agencies to maintain a positive brand image. The specialist will analyze customer interactions, develop strategies to address negative feedback, promote positive engagement, and prepare insightful reports for stakeholders.

Key Responsibilities:

Reputation Monitoring & Enhancement

• Monitor and enhance the brand’s and dealerships’ presence on Google and other social media platforms (SNS).
• Implement a real-time dashboard to track and analyze customer interactions across multiple platforms.
• Develop and execute strategies to manage and resolve negative comments, while encouraging positive engagement.
• Communicate findings and insights effectively with internal stakeholders and implement corrective actions as needed.
• Prepare action plans addressing recurring concerns at dealerships to improve customer experience.

Vendor Coordination & Evaluation

• Coordinate with ORM agencies to select the most suitable partner based on organizational requirements.
• Monitor and evaluate vendor performance regularly to ensure adherence to agreed standards and effectiveness.

Google My Business (GMB) Management

• Oversee and optimize the company’s Google My Business profiles across India.
• Standardize profiles of pan-India dealerships in coordination with Kia Marketing teams.
• Utilize GMB insights to analyze profile performance and identify areas for improvement.
• Generate and present regular reports on GMB reviews, ratings, and overall performance.

Monthly Reporting & Analysis

• Prepare and deliver detailed monthly customer experience (CX) reports that analyze key business metrics and performance trends.
• Collaborate with cross-functional teams to gather accurate data and provide actionable insights in monthly reporting.

Qualifications & Skills:

• B.Tech/ MBA
• Proven experience in online reputation management or customer experience roles.
• Strong understanding of Google My Business, social media platforms, and online customer interaction trends.
• Ability to analyze data and generate actionable insights.
• Excellent communication and stakeholder management skills.
• Proficiency in dashboard tools and reporting software.
• Vendor management and coordination experience preferred.