Key Responsibilities
Monitoring & Analysis
- Monitor brand mentions, conversations, and sentiment across digital channels including Google Reviews, YouTube, Reddit, Facebook, Instagram, and ad comment sections.
- Track emerging conversations around women's wellness, personal care, and hygiene topics that align with the brand's voice.
Community Engagement & Response Management
- Craft timely, empathetic, and brand-aligned responses to user comments, feedback, queries, and reviews.
- Address negative reviews or potential PR escalations quickly with a problem-solving approach.
- Own engagement on Reddit threads, YouTube comment sections, and consumer forums with authenticity and insight.
Reputation Strategy & Execution
- Design and implement proactive ORM strategies to improve brand trust, mitigate negative sentiment, and increase organic advocacy.
- Build playbooks for community moderation, response tone, and crisis management.
- Collaborate with content, growth, and product teams to align communication strategy with campaign goals.
Feedback Loop & Insights
- Translate online feedback into actionable insights for product, CX, and marketing teams.
- Identify recurring complaints, sentiments, or emerging issues and recommend fixes.
- Prepare regular reports with sentiment analysis, review trends, and impact on brand perception.
Qualifications
- 56 years of experience in Online Reputation Management, Social Media Response, or Brand Engagement roles.
- Prior work with consumer-focused D2C brands, ideally in personal care, feminine hygiene, skincare, or wellness.
- Strong understanding of B2C portals (Amazon, Nykaa, Flipkart), review platforms (Google, Trustpilot), and UGC-heavy platforms (YouTube, Reddit, Instagram).
Skills: community engagement,social media response,online reputation management,brand engagement,crisis management,online,google,sentiment analysis,customer experience insights,content collaboration,reddit,reviews
