ORM Lead

Role: ORM Team Lead Location: Chennai We're seeking a dynamic and proactive ORM Team Lead to join our leading Health Insurance Company. This pivotal role involves spearheading our online reputation management efforts , overseeing our brand's online presence, expertly handling customer grievances across digital platforms, and significantly contributing to a positive brand perception. You'll lead an in-house ORM team, ensuring seamless management of our company and brand's perception online. Key Responsibilities: Lead and mentor an in-house ORM team , fostering a collaborative and high-performing environment. Develop and implement comprehensive social listening strategies to monitor and analyze brand mentions across social media platforms, forums, review sites, and news portals. Oversee the real-time tracking, logging, and categorization of customer complaints, queries, and feedback , ensuring accuracy and efficiency. Drive cross-functional collaboration with Customer Care, Claims, and Operations teams to guarantee timely and accurate responses to customer concerns. Approve and refine responses to customer issues , ensuring alignment with brand tone, sensitivity, and company guidelines. Proactively identify and flag potential crises , escalating issues that may impact brand reputation with urgency and strategic foresight. Supervise the creation of insightful weekly and monthly sentiment and performance reports , providing actionable intelligence to stakeholders. Analyze recurring themes in customer feedback to identify opportunities for continuous improvement in customer experience and product offerings. Champion positive brand engagement by identifying and amplifying positive stories, customer testimonials, and success metrics. Requirements: 5-6 years of progressive experience in Online Reputation Management (ORM), customer service, or social media monitoring, with demonstrated leadership experience. Proven expertise in utilizing social listening tools and analytics platforms. Exceptional written and verbal communication skills in English , with a keen eye for detail and brand consistency. Demonstrated ability to remain calm, professional, and strategic in high-pressure and crisis situations. Strong leadership qualities with a proven ability to motivate, develop, and manage a team effectively. Excellent collaboration and interpersonal skills , with a track record of building strong relationships across departments. Show more Show less