ORM and Comment Marketing- Executive

Job Title: ORM & Comment Marketing Executive

Job Overview:

The ORM & Comment Marketing Executive is responsible for managing the brand's online reputation, engaging with customers across social media platforms, and driving meaningful conversations through proactive comment marketing. This role ensures timely responses, improved sentiment, stronger community engagement, and seamless coordination with internal teams for effective customer issue resolution.

Key Responsibilities:

1. Customer Interaction & Response Management

• Monitor and respond to customer comments, DMs, and queries across Instagram, Facebook, and YouTube.
• Ensure all interactions reflect the brand's tone, empathy, and problem-solving approach.
• Handle customer concerns promptly and maintain high response quality.

2. ORM Dashboard & Sentiment Management

• Manage ORM dashboards, tags, tickets, and sentiment classification.
• Track and categorize conversations based on sentiment, themes, and issue types.
• Ensure proper documentation and reporting of online conversations.

3. Proactive Comment Marketing

• Engage with potential customers by strategically commenting on trending posts, communities, and relevant audience conversations.
• Increase brand visibility through value-driven engagement across social platforms.
• Identify and participate in high-impact conversations to amplify brand presence.

4. Cross-Functional Collaboration

• Coordinate with Customer Experience, Social Media, Creative, and Product teams to resolve escalations.
• Share customer issues, insights, and feedback with internal teams for improvement.

5. Reporting & Insights

• Identify recurring consumer insights, FAQs, complaints, and trending sentiment.
• Prepare and share weekly performance reports with actionable recommendations.
• Track engagement quality, response time, and sentiment shifts.

6. Response Quality & Content Alignment

• Draft high-quality, on-brand responses using empathy, clarity, and solution-oriented language.
• Maintain consistency in tone across replies and social media interactions.
• Update response frameworks based on new launches, offers, and brand initiatives.

7. Community Building & Engagement Support

• Support community engagement activities such as giveaways, contests, and interactive comment threads.
• Encourage positive discussions and strengthen brand affinity through active participation.

8. Trend & Competitor Monitoring

• Stay updated with social media trends, viral formats, platform updates, and real-time conversations.
• Track competitors ORM strategies and share insights to enhance performance.

Qualifications:

• Bachelor's degree in Marketing, Communications, Media, or a related field.
• 12 years of experience in ORM, social media engagement, community management, or digital marketing.
• Strong written communication skills with excellent command over brand-friendly and empathetic messaging.
• Familiarity with ORM tools, social media dashboards, and analytics.
• Ability to multitask, respond quickly, and excel in fast-paced environments.
• Creative mindset with strong awareness of digital culture and trends.

Preferred Skills:

• Experience with ORM platforms (e.g., Konnect Insights, Locobuzz, Sprinklr, etc.).
• Understanding of social media metrics and sentiment analysis.
• Ability to identify conversation opportunities and craft engaging comments.