ORM - Assistant Manager

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Responsibilities

Review and approve ORM team outputs (customer query responses, brand engagement messages, reports, sentiment analysis, and case resolutions) before publishing.

• Audit ORM tickets, social media responses, and review site interactions to ensure tone, grammar, and brand guidelines are met.
•  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
•  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.
• Maintain a quality checklist and scoring sheet to track team performance and identify improvement areas.
• Collaborate with ORM Managers and Team Leads to ensure feedback is implemented and processes are optimized.
• Monitor adherence to SLAs (Service Level Agreements) and ensure timely escalations for critical cases.
• Provide constructive feedback and conduct training sessions to improve quality standards.
• Maintain updated knowledge of brand guidelines, digital etiquette, and platform-specific requirements.