ORM Lead

We are seeking a strategic and experienced Senior Online Reputation Manager (ORM) to lead
our efforts in monitoring, managing, and enhancing the companys online presence. This rolerequires an individual with a strong understanding of digital platforms, crisis management,and customer engagement to ensure a positive brand reputation across all online channels.Key Responsibilities:ORM Strategy Development:Craft and execute quarterly and annual ORM strategies aligned with theorganizations goals.Monitor industry trends and competitor activities to inform strategic planning.Crisis Protocol and Management:Establish and maintain crisis protocols to address negative publicity or brandchallenges.Proactively identify potential crises through advanced flagging mechanisms.Lead crisis management efforts, including drafting responses, liaising withinternal and external stakeholders, and ensuring timely resolution.Training and Workshops:Develop and deliver training programs on customer profiling and responsequality for team members.Organize monthly workshops to share learnings, industry trends, and casestudies from competitors.Effective management of the ORM team, fostering talent retention, andmotivating team members.Monitoring and Reporting:Continuously monitor online mentions, reviews, and social mediaconversations related to the brand.Analyze data to identify trends, risks, and opportunities for improvement.Prepare detailed reports on ORM performance, including crisis responseefficacy and strategy outcomes.Customer Profiling and Response Quality:Create detailed customer profiles to tailor ORM strategies and communication.Ensure all responses adhere to the highest quality standards, maintainingbrand tone and voice.Team Collaboration:Work closely with marketing, communications, and customer service teams toalign ORM efforts.Provide guidance to team members and foster a collaborative environment.Qualifications and Skills:Proven experience (8+ years) in Online Reputation Management, Digital Marketing, orrelated roles.Strong analytical skills with experience in sentiment analysis and performancetracking.Certifications in crisis management or digital marketing.Familiarity with tools like Brandwatch, Hootsuite, or Google Alerts.Excellent written and verbal communication skills.Ability to handle sensitive situations with professionalism and discretion.Strategic thinker with strong problem-solving skills and a proactive mindset.Demonstrated ability to manage cross-functional teams and influence stakeholders.