ORM Executive

Experience:

Location

Shift:

Work Week:

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.