Head - ORM

Job Description:

Job Title: ORM Head (Online Reputation Management)
About Della Townships
Della Townships is India's leading experiential luxury destination, blending hospitality, adventure, and design-led living. Rooted in the philosophy of Salutogenic Living-focused on well-being, balance, and holistic experiences-Della is redefining premium lifestyle and wellness-led luxury.

Role Overview
We are looking for a strategic and detail-oriented ORM Head to own and elevate Della Townships online reputation across platforms. This role will be responsible for shaping brand perception, managing customer sentiment, and ensuring that every digital interaction reflects the brand's luxury positioning and Salutogenic Living philosophy.

Key Responsibilities
1. Reputation Strategy & Ownership
. Develop and execute a comprehensive Online Reputation Management (ORM) strategy aligned with Della's luxury and wellness positioning.
. Monitor and manage brand presence across review platforms, social media, forums, and search results.
. Build a proactive reputation framework that strengthens trust, credibility, and brand love.

2. Review & Feedback Management
. Oversee and respond to customer reviews across platforms such as Google, TripAdvisor, and social media.
. Ensure all responses reflect a premium, empathetic, and solution-oriented tone aligned with hospitality standards.
. Drive improvements in ratings and customer satisfaction through structured feedback loops.

3. Crisis & Escalation Management
. Act as the first line of defense for negative sentiment, PR risks, or potential brand crises.
. Create escalation protocols and manage sensitive situations with speed, discretion, and brand alignment.
. Collaborate with internal teams (hospitality, operations, PR) to resolve issues effectively.

Job Expectations:

. Sentiment Analysis & Insights
. Track and analyze brand sentiment, reviews, and conversations across digital platforms.
. Generate actionable insights to improve customer experience and brand perception.
. Present regular ORM reports with trends, risks, and opportunities.

5. Content & Narrative Alignment
. Work closely with the social media and marketing teams to ensure consistency in messaging.
. Infuse Salutogenic Living principles into responses-promoting calm, care, and well-being in communication.
. Support positive storytelling by amplifying customer testimonials and experiences.

6. Platform & SEO Reputation Management
. Manage brand visibility on search engines and ensure positive content ranks higher.
. Collaborate with SEO teams to suppress negative links and strengthen brand authority.
. Maintain updated and optimized listings across all review and directory platforms.

7. Team Leadership & Collaboration
. Lead and mentor an ORM team, ensuring timely and high-quality responses.
. Collaborate with cross-functional teams including marketing, PR, customer experience, and operations.
. Establish SLAs and quality benchmarks for response management.

8. Experience Requirements
. Minimum 8+ years of experience in ORM, customer experience, or digital reputation management.
. Experience in hospitality, luxury, lifestyle, or service-driven brands is highly preferred.
. Proven track record of improving ratings, managing crises, and building strong brand perception.

Minimum Qualification:

Minimum Job Experience:

Reporting to:

Travel: