Online Reputation Manager

Exp- 4+

Location- Hyderabad

The candidates will be required to work out of the client’s office at Hyderabad Airport (GMR Office). They must be comfortable working in a rotational shift arrangement and travelling to the work location across all shifts.

As an ORM Manager, you will be responsible for managing and maintaining the online reputation of accompany or brand. You will develop and implement strategies to monitor, evaluate, and respond to online reviews, comments, and feedback. Your role is to protect and enhance the brand & reputation, build positive relationships with customers, and mitigate any potential negative impact on the organization. This position requires a strong understanding of online platforms, excellent communication skills, and the ability to analyze and respond to online sentiment effectively.

Responsibilities:

Online Reputation Monitoring:

● Monitor and track online reviews, comments, and feedback across various platforms such as

social media, review websites, forums, and blogs.

● Utilize online monitoring tools to stay updated on brand mentions and sentiment analysis.

● Identify potential issues, trends, or emerging topics related to the brand's reputation.

Reputation Management Strategy:

● Develop and implement a comprehensive online reputation management strategy aligned

with the organization's goals.

● Establish guidelines and best practices for responding to online feedback, reviews, and

comments.

● Collaborate with cross-functional teams, such as Marketing and Customer Support, to ensure

a consistent and cohesive approach to reputation management.

Review and Feedback Response:

● Evaluate online reviews, comments, and feedback to determine appropriate responses.

● Craft and manage responses in a timely and professional manner, ensuring they align with

the brand's voice and values.

● Address both positive and negative feedback, seeking opportunities to turn negative

experiences into positive ones.

Customer Relationship Building:

● Engage with customers through online platforms to build and nurture positive relationships.

● Monitor customer inquiries and complaints, ensuring timely and effective resolution.

● Identify opportunities for customer advocacy and encourage satisfied customers to share

their positive experiences.

Crisis Management:

● Prepare and implement crisis management plans to address potential reputation issues or

crises.

● Act swiftly and decisively to mitigate negative publicity or online attacks.

● Collaborate with stakeholders to develop communication strategies and manage public

perception during challenging situations.

Reporting and Analysis:

● Track and analyze key metrics related to online reputation, sentiment, and customer

feedback.

● Prepare regular reports on reputation management activities, trends, and outcomes.

● Provide actionable insights and recommendations to improve the organization's online

reputation.

Industry and Platform Monitoring:

● Stay updated on industry trends, best practices, and emerging platforms in online reputation

management.

● Evaluate new platforms and tools for reputation monitoring and management,

recommending implementation when appropriate.

Pitches and New Business Development:

● Contribute to the creation of business pitches by developing strategies and crafting decks

aimed at securing new business opportunities.

● Collaborate with leadership teams to present compelling proposals that align with the

organization’s goals for successful business conversion.

Requirements:

● Bachelor's degree in Marketing, Communications, Public Relations, or a related field.

● Proven experience in online reputation management or related roles.

● Strong understanding of online platforms, social media, review websites, and other relevant

channels.

● Excellent written and verbal communication skills, with the ability to craft engaging and

professional responses.

● Strong analytical skills, with the ability to analyze online sentiment and data trends.

● Crisis management experience and the ability to handle and respond to negative feedback or

online attacks effectively.

● Familiarity with reputation management tools and platforms.

● Knowledge of SEO and digital marketing strategies is a plus.

Interested candidates can share there cv-

shivangi.manandhar@etenico.com