Experience: 0-1 Year
Location: Saket Delhi
Shift: Rotational
Work Week: 5 Days
Responsibilities:
Online Reputation Monitoring:
- Monitor and track online reviews, comments, and feedback across various platforms such as social media, review websites, forums, and blogs.
- Utilize online monitoring tools to stay updated on brand mentions and sentiment analysis.
- Identify potential issues, trends, or emerging topics related to the brand&aposs reputation.
Reputation Management Strategy:
- Develop and implement a comprehensive online reputation management strategy aligned with the organization&aposs goals.
- Establish guidelines and best practices for responding to online feedback, reviews, and comments.
- Collaborate with cross-functional teams, such as Marketing and Customer Support, to ensure a consistent and cohesive approach to reputation management.
Review and Feedback Response:
- Evaluate online reviews, comments, and feedback to determine appropriate responses.
- Craft and manage responses in a timely and professional manner, ensuring they align with the brand&aposs voice and values.
- Address both positive and negative feedback, seeking opportunities to turn negative experiences into positive ones.
Customer Relationship Building:
- Engage with customers through online platforms to build and nurture positive relationships.
- Monitor customer inquiries and complaints, ensuring timely and effective resolution.
- Identify opportunities for customer advocacy and encourage satisfied customers to share their positive experiences.
Crisis Management:
- Prepare and implement crisis management plans to address potential reputation issues or crises.
- Act swiftly and decisively to mitigate negative publicity or online attacks.
- Collaborate with stakeholders to develop communication strategies and manage public perception during challenging situations.
Reporting and Analysis:
- Track and analyze key metrics related to online reputation, sentiment, and customer feedback.
- Prepare regular reports on reputation management activities, trends, and outcomes.
- Provide actionable insights and recommendations to improve the organization&aposs online reputation.
Industry and Platform Monitoring:
- Stay updated on industry trends, best practices, and emerging platforms in online reputation management.
- Evaluate new platforms and tools for reputation monitoring and management, recommending implementation when appropriate.
Pitches and New Business Development:
- Contribute to the creation of business pitches by developing strategies and crafting decks aimed at securing new business opportunities.
- Collaborate with leadership teams to present compelling proposals that align with the organizations goals for successful business conversion.
Requirements:
- Bachelor&aposs degree in Marketing, Communications, Public Relations, or a related field.
- Proven experience in online reputation management or related roles.
- Strong understanding of online platforms, social media, review websites, and other relevant channels.
- Excellent written and verbal communication skills, with the ability to craft engaging and professional responses.
- Strong analytical skills, with the ability to analyze online sentiment and data trends.
- Crisis management experience and the ability to handle and respond to negative feedback or online attacks effectively.
- Familiarity with reputation management tools and platforms.
- Knowledge of SEO and digital marketing strategies is a plus.
