Experience: 0 - 3 Years
Qualification
- Bachelor's degree in Marketing, Communications, Business Administration, or related fields
- MBA (Marketing / Operations) preferred
Job Description
We are looking for ORM Executives to proactively manage and protect the brand's online reputation towards improving customers overall experience and perception about the brand.
Duties & Responsibilities
- Monitor brand mentions and reviews across Google, social media, and key platforms.
- Respond to customer queries/complaints promptly and professionally as per brand tone.
- Coordinate with customer service and operations for quick resolution and escalation handling.
- Track sentiment, identify recurring issues, and flag reputation risks early.
- Prepare weekly/monthly ORM reports with insights and recommended actions.
Requirement
- 0-3 years of experience in ORM, customer engagement, social media management, or customer service roles
- Experience in retail, e-commerce, hospitality, or consumer-facing brands preferred
- Exposure to handling high-volume customer feedback across digital platforms is an advantage
- Online reputation management practices and customer engagement principles
- Social media platforms, review ecosystems, and digital customer touchpoints
- Basic understanding of retail / e-commerce customer journeys
- Brand communication guidelines and escalation protocols
- Reporting and sentiment analysis concepts
- Strong written communication skills with ability to adapt tone as per brand guidelines
- Familiarity with ORM tools, social listening platforms, and review management dashboards
- Basic reporting and data interpretation skills
- Ability to manage multiple platforms and high volumes of interactions
