ORM Executive (1-3 Years)

Location: Lower Parel, Mumbai

Job Overview

We are looking for an ORM Executive who will be responsible for monitoring, managing, and improving the brand's online reputation across digital platforms. The ideal candidate should have strong communication skills, analytical ability, and hands-on experience in handling online reviews, social media conversations, and stakeholder coordination.

Key Responsibilities

Monitor online platforms including social media channels such as Facebook, Twitter, Instagram, LinkedIn, as well as review websites, forums, and other digital platforms to identify brand mentions.
Regularly assess the sentiment and tone of online conversations related to the brand.
Respond to online reviews, comments, and customer feedback in a timely, professional, and brand-aligned manner.
Escalate sensitive, complex, or high-risk issues to the relevant internal teams for resolution.
Analyse content trends, discussions, and patterns to identify potential reputation risks and opportunities.
Develop and execute Online Reputation Management (ORM) strategies to strengthen and protect the brand's online presence.
Collaborate with cross-functional teams to implement corrective actions and improve brand perception.
Support crisis management efforts by actively monitoring and addressing online issues promptly and effectively.
Prepare daily, weekly, and monthly trackers along with reports on ORM metrics, sentiment trends, and actionable insights.
Liaise with clients and internal stakeholders to ensure smooth communication and high levels of client satisfaction.
Work efficiently within the team, contributing ideas and supporting collaborative problem-solving.
Stay updated on industry best practices, tools, and emerging trends in ORM.
Propose and implement process improvements to enhance ORM efficiency and effectiveness.

Requirements

1–3 years of relevant experience in Online Reputation Management, Community Management, Social Media Management, or a similar role.
Strong written and verbal communication skills.
Ability to respond to feedback with professionalism, empathy, and brand sensitivity.
Good understanding of social media platforms, review sites, and online consumer behavior.
Strong analytical skills to assess sentiment, identify trends, and derive actionable insights.
Experience in managing daily, weekly, and monthly reports/trackers.
Ability to coordinate with multiple stakeholders and manage client expectations effectively.
Strong organizational skills and ability to work in a fast-paced environment.

Preferred Skills

Experience in handling brand reputation issues and crisis situations.
Proficiency in Excel, reporting tools, and ORM/social listening platforms.
Strong attention to detail and a proactive problem-solving approach.
Team player with a collaborative mindset.