ORM Manager

Job Title:

Location:

Experience:

About the Role:

We are seeking a proactive and experienced Manager for Online Reputation Management to lead our ORM initiatives and enhance our brand’s digital presence. The ideal candidate will have a strong background in customer service or ORM, combined with proven leadership experience. You will oversee the ORM team, strategize to protect and enhance our online reputation, and ensure timely resolution of customer feedback across digital platforms.

Key Responsibilities:

• Lead and manage the Online Reputation Management team, ensuring high-quality customer engagement and timely responses to online reviews, comments, and mentions.
• Develop and implement effective ORM strategies to enhance brand reputation and mitigate potential risks.
• Monitor and analyze online conversations, social media, and review platforms to identify trends and potential reputation issues.
• Collaborate with cross-functional teams including marketing, customer service, and PR to align ORM strategies with overall business goals.
• Train and mentor ORM team members, fostering a culture of continuous improvement and customer-centric service.
• Prepare regular reports on reputation metrics, insights, and impact to present to senior management.
• Handle escalated customer issues sensitively and effectively, ensuring customer satisfaction and brand loyalty.
• Stay updated with the latest trends and tools in ORM and digital customer engagement.
• Scrubbing and sentiment accuracy through the team.
• Create the weekly/daily summary of listening and insights
• Coach the team

Key Skills & Qualifications:

• Minimum 6 years of experience in Customer Service or Online Reputation Management, with at least 2 years in a managerial capacity.
• Strong understanding of online reputation management tools, social media platforms, and customer engagement best practices.
• Excellent communication and interpersonal skills.
• Demonstrated ability to lead and motivate teams to achieve performance goals.
• Analytical mindset with the ability to interpret data and provide actionable insights.
• Strong problem-solving skills with the ability to handle sensitive and complex customer issues.
• Experience with CRM and ORM software/tools is highly desirable Sprinklr and Service cloud.