About Us : At Decathlon Sports India, our purpose is to Move people through the wonders of Sport
Decathlon Sports India is seeking an Online Reputation Manager to join our customer experience team. In this role, you will be responsible for managing and enhancing the company's online reputation and brand image. You will monitor online conversations, engage with customers, respond to reviews, and implement strategies to maintain a positive online presence.
Mission: Our mission is to strengthen Decathlon Sports India's understanding of customer perception, market dynamics, and brand performance. Through a unified approach combining social brand health & Social insights the program ensures data-driven decisions to enhance customer experience on social Media, safeguard brand reputation.
OBJECTIVE:
- Online Monitoring: Tracking online mentions, conversations and activities about a brand, product or industry in real time. It helps identify trends, customer sentiments, and emerging issues.
- Online Analytics: Interpreting collected data to gain actionable insights, such as sentiment trends, engagement metrics and audience preferences to inform strategies
- Online Customer Service: Responding to customer questions, complaints or feedback on digital platforms to build trust and enhance satisfaction.
KEY RESPONSIBILITIES:
- Monitor and manage the online reputation of Decathlon Sports India across various platforms, including social media, review sites and forums.
- Engage with customers, responding to reviews, comments and inquiries promptly and professionally.
- Implement strategies to increase positive online mentions and reviews while mitigating negative feedback/escalation.
- Create and maintain a database of customer feedback and insights to identify trends and areas for improvement.
- Collaborate with the marketing team to promote positive reviews and testimonials through various marketing channels.
- Generate reports and analytics on online reputation trends and share insights with the management team.
REQUIREMENTS:
- Excellent written and verbal communication skills.
- Strong interpersonal skills with the ability to engage with customers and address their concerns effectively.
- Proficiency in using social media platforms and online review sites.
- Analytical skills to assess data and draw meaningful insights.
- Creative problem-solving skills to address reputation challenges.
- Ability to work independently and as part of a team, managing multiple tasks simultaneously.
- A customer-centric approach with a focus on delivering a positive customer experience.
QUALIFICATION:
- Degree (Any Specialization)
- Experience : Fresher / 1 Year Experience
Office Location : Decathlon Anubhava, Bengaluru
Way Of Working : 1 Day WFH as per requirement
