ORM Executive

About the Role

Online Reputation Management (ORM) Executive

Key Responsibilities

• Monitor brand mentions, reviews, and conversations on platforms like Google Reviews, Facebook, Instagram, Twitter, Quora, MouthShut, JustDial, etc.
• Respond to customer queries, complaints, and feedback in a professional and timely manner.
• Draft suitable replies for both positive and negative reviews/comments in alignment with brand voice.
• Escalate critical issues to the concerned teams and follow up until resolution.
• Track daily ORM activities and maintain reports of responses, sentiments, and escalations.
• Assist in implementing ORM strategies to improve brand image and customer satisfaction.
• Keep a check on competitor reviews/mentions and share insights with the marketing team.

Requirements

• 0.6 – 1.5 years of experience in

  ORM, Social Media, Customer Service, or Digital Marketing

  .
• Strong written and verbal communication skills.
• Basic knowledge of ORM/social listening tools (e.g., Google Alerts, Hootsuite, Brand24, Social Mention).
• Ability to remain calm and solution-oriented while handling negative feedback.
• Detail-oriented with good coordination skills.

Good to Have

• Exposure to SEO basics and digital marketing campaigns.
• Knowledge of drafting short professional responses.
• Ability to work with cross-functional teams (marketing, customer service, product).

What We Offer

• A collaborative and growth-oriented environment.
• Opportunity to work on multiple brands/projects.
• Hands-on learning in digital marketing and online reputation management.