Senior Executive - Online Reputation Management (ORM)

About the job

About Dentsu International India:

Awarded the Oscars of the advertising world, The Cannes Global Agency of the Year 2022 (a first for India!) Dentsu international comprises of six leadership brands - Carat, dentsu X, iProspect, Isobar, dentsuMB and Merkle,

Part of dentsu International, dentsu India helps some of the biggest & most interesting brands who are our clients everyday to win, keep and grow their best customers and achieve meaningful progress for their businesses.

In good times and bad, we partner with brands to achieve meaningful progress as we are a force for good & for meaningful growth.

Learn more at:

https://www.dentsu.com/

https://www.dentsu.com/careers

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Key Responsibilities

• Actively monitor and review user comments, suggestions, feedback, and complaints across social media platforms—both manually and using relevant tools.
• Connect, converse, and engage with the target audience on behalf of the brand to ensure effective response management.
• Promptly respond to negative comments and feedback, redressing complaints within the client’s specified turnaround time to enhance user experience.
• Create brand awareness by addressing user queries and maintaining brand reputation, aiming to improve audience perception online.
• Acknowledge compliments and highlight them appropriately across brand social media pages.
• Identify and utilize social listening tools for effective response management.
• Share key comments and insights with brand managers/associates in real time.
• Categorize data, prepare reports, and present an overview of brand performance, including key feedback and actionable suggestions for improvement.
• Support the brand in positioning, identifying weaknesses, leveraging strengths, and reaching the target audience by analyzing audience conversations and feedback.
• Provide analytical reports and presentations covering:
• Sentiment summary of brand-related conversations.
• Most active platforms or sites generating buzz.
• Common enhancement requests or dislikes among consumers.
• Geographical regions showing high or low engagement.
• Benchmarking insights against competitors.
• Recommendations for improving customer experience and brand direction.
• Maintain and circulate daily, weekly, and monthly ORM reports to relevant internal teams.
• Contribute to setting new benchmarks within the social care and ORM function.

Qualifications

• Graduate or holder of a UGC-approved Diploma in

  Mass Media, Marketing Communication, Advertising

  , or equivalent.
• Certification in

  Digital Media, SEO, SEM, or E-commerce

  will be an added advantage.
• 0–2 years of experience working with a

  brand, digital/social/advertising/creative/media agency

  .

Technical Skills

• Strong proficiency in

  English communication

  (written and verbal).
• Good command of

  MS Excel

  .
• Solid understanding of

  Social Media Channels, Digital Media, and Online Reputation Management

  .
• Basic familiarity with social listening tools such as

  Hootsuite Insights

  or similar.
• Awareness of current

  social media trends and digital activity

  , with attention to detail.

Behavioral Skills

• Enthusiastic, proactive, and eager to learn and explore the evolving digital advertising landscape.
• Strong team player, capable of performing under pressure and meeting tight deadlines.
• Adaptable and collaborative in a dynamic work environment.