Job
Description
Job Summary: We are looking for a proactive and detail-oriented ORM & Social Listening Executive to manage and protect our brand's online presence. This role will be responsible for monitoring digital conversations, identifying reputation risks and opportunities, and providing actionable insights to strengthen customer engagement and trust. The ideal candidate will have a keen sense of digital brand behavior and be comfortable with using social listening and ORM tools. Key Responsibilities: Online Reputation Management (ORM): Monitor, track, and respond to customer feedback, reviews, and complaints across platforms (Google, Facebook, Twitter, Instagram, LinkedIn, YouTube, Quora, Forums, App Stores, etc.) Craft and manage timely, empathetic, and brand-aligned responses to customer concerns. Flag high-risk issues or potential crises to internal stakeholders in real-time. Maintain response templates and escalation protocols for different scenarios. Analyze trends in negative sentiment and suggest strategies to mitigate them. Social Listening: Set up keyword-based queries and dashboards to track brand mentions, competitors, industry trends, and sentiment across digital platforms. Analyze conversations and create reports that uncover emerging issues, feedback trends, influencer activity, and public perception shifts. Identify potential PR, campaign, or product issues before they escalate. Work with internal teams to improve communication strategies based on listening insights. Analytics & Reporting: Create weekly/monthly dashboards highlighting key insights, sentiment trends, conversation spikes, and ORM metrics (SOV, SoN, response time, resolution rate). Share actionable insights with marketing, PR, customer care, and leadership teams to drive data-backed decisions. Conduct comparative analysis with competitors and industry benchmarks. Key Skills & Requirements: 2+ years of experience in ORM, social listening, or digital customer engagement roles. Hands-on experience with tools like: Sprinklr, Brandwatch, Talkwalker, Meltwater, Hootsuite Insights, Reputation.com, Radian6 , or equivalent. Strong written communication and empathy skills—must be able to write customer responses across tones. Basic understanding of brand communication, sentiment analysis, and crisis communication. Ability to work with data: derive insights, identify anomalies, and recommend strategic actions. Comfortable with high-tempo environments and managing multiple platforms. Familiarity with customer care processes and escalation protocols is a plus. Preferred Qualifications: Bachelor's degree in Marketing, Communications, Public Relations, or related field. Experience working with cross-functional teams—PR, digital marketing, customer service. Exposure to crisis management or campaign amplification is an added advantage. What We Offer: Opportunity to shape brand perception in a fast-moving digital ecosystem. Collaborative and growth-oriented work environment. Access to industry-leading tools and training. Chance to work closely with communications, content, and analytics teams. Show more Show less
