Assistant Manager - Brand Reputation

About the Company:

Founded in 2019, zingbus is building the most trusted brand for intercity travel. Keeping reliability and safety at the core, we are building a two-sided platform that delivers standardized journey experience for travelers and increased earnings for our supply partners.

We connect 300+ cities across the country through our daily services and have served 2.5 Mn+ unique customers so far and are aggressively working towards the fleet electrification and establishment of charging technology and infrastructure.

Raised Series A from Y Combinator, InfoEdge, AdvantEdge, and other prominent investors from India and Silicon Valley. Additionally, secured a significant investment of $9 million from bp Ventures.

https://yourstory.com/2021/03/gurugram-startup-zingbus-takes-tech-route-intercity-bus-travel-smo other/amp

https://www.bp.com/en_in/india/home/news/press/bp-ventures-invests-9-million-in-india s-leading-intercity-b us platform-zingbus.html

Position: Assistant Manager - Brand Reputation

Location: Gurugram

Role Overview

zingbus is hiring a proactive and detail-oriented brand reputation manager to strengthen and protect the brand's credibility across digital platforms.

This role focuses on listening, learning, and improving ensuring that customer feedback across reviews, communities, and AI-driven search ecosystems is acknowledged transparently and translated into real operational improvements.

The ideal candidate is analytical, solution-oriented, and comfortable working cross-functionally to improve customer trust at scale.

Key Responsibilities

1. Review & Ratings Management

Monitor brand ratings across:

Google Reviews

Play Store

App Store

Tripadvisor

Justdial and other travel platforms

Implement a structured and transparent response framework for customer reviews

Respond empathetically and factually to feedback especially service-related concerns

Collaborate with ops, crm, and product teams to address root causes behind negative reviews

Track city-wise and corridor-wise rating trends

Identify recurring issues and convert insights into improvement action plans

2. Online Sentiment Monitoring

Track brand conversations across:

Reddit

Quora

Travel forums

Social media comments

Youtube comments

Identify emerging customer narratives (both positive and critical)

Flag potential reputation risks early

Recommend corrective communication strategies when required

Maintain a sentiment tracker highlighting shifts in public perception

3. AI search & discovery optimization

Monitor how zingbus appears across ai search engines such as:

chatgpt

claude

gemini

Track brand visibility for queries like:

best bus service in bangalore hyderabad

Is Zingbus safe

best premium bus in india

Collaborate with seo and content teams to improve authoritative brand signals across the web

Ensure information accuracy across ai-generated responses, youtube search, and travel blogs

Build sustainable credibility signals not artificial amplification

4. Brand voice governance

Ensure tone consistency across:

review responses

community interactions

agency communications

Develop and maintain a structured brand response playbook

Ensure communication reflects transparency, accountability, and customer-first values

5. Brand intelligence & reporting

Maintain dashboards tracking:

sentiment score trends

rating movements

ai discovery visibility

keyword presence

corridor-wise perception

Present monthly brand perception reports to leadership

Identify systemic gaps affecting customer trust and brand credibility

6. Surveys & ground perception tracking

Conduct:

online brand perception surveys

corridor-wise perception analysis

city-level brand trust studies

Coordinate with on-ground teams for passenger feedback collection

Translate perception insights into structured brand and product inputs

7. Agency & vendor liaison

Coordinate with ORM and monitoring agencies

Monitor response quality and tone alignment

Maintain ethical and transparent review practices

Required skills

2+ years experience in marketing, brand, digital, orm, or project management

strong written and verbal communication skills

strong analytical ability and reporting skills

high ownership mindset

ability to manage cross-functional stakeholders

structured problem-solving orientation

understanding of seo, ai search, and digital reputation ecosystems