About The Opportunity

The role focuses on monitoring and managing the brand's online reputation across digital platforms, with emphasis on timely and professional handling of customer queries, feedback, and complaints. This position requires coordinating with internal teams to ensure consistent brand tone, adherence to response guidelines, and escalation if needed. The ORM Executive will prepare regular reports and trackers to monitor sentiment trends and recurring issues.

Role & Responsibilities

Monitor and manage the brand's online reputation across all digital platforms
Scan and track brand mentions across all social media platforms
Handle customer queries, feedback, and complaints professionally and within defined TAT
Manage and respond on platforms including Instagram, YouTube, Google My Business (GMB), Reddit, and Quora
Identify, report, and coordinate removal/takedown of negative or misleading videos and content on Instagram, YouTube, and other platforms as per policy
Handle negative comments, reviews, and discussions tactfully to protect brand image
Coordinate with internal teams (Customer Support, Social Media, Marketing, Legal if required) for resolution
Track recurring issues, sentiment trends, and escalation points
Ensure brand tone, response guidelines, and compliance are followed
Prepare daily/weekly ORM reports and escalation trackers
Escalate sensitive or high-risk issues to seniors immediately

Key Skills Required

Strong written communication skills in English & Hindi
Calm, empathetic, and solution-driven mindset
Understanding of social media platforms and online communities
Ability to manage high volumes of interactions
Attention to detail and crisis-handling ability

Preferred Qualification

Graduate in any discipline
Prior experience in ORM / customer support is a plusSkills: social media,orm,online reputation management

ORM Executive (Online Reputation Management)