ORM Executive

Job Description – Online Reputation Management (ORM) Executive

Role Overview

We are looking for a proactive and customer-focused ORM Executive to manage company's online reputation and customer sentiment across digital platforms. The ideal candidate will be responsible for monitoring online reviews, responding to customer feedback, resolving reputation-related concerns, and maintaining a positive brand image.

Key Responsibilities

• Monitor and manage Ruhe's online reputation across Google, Amazon, Flipkart, social media, and other digital platforms.
• Respond professionally and promptly to positive and negative customer reviews.
• Handle customer complaints and coordinate with relevant internal teams for timely resolution.
• Track customer feedback, reviews, ratings, and brand mentions across platforms.
• Identify recurring customer concerns and share insights with the concerned teams.
• Develop appropriate responses to negative reviews while maintaining a professional and brand-friendly tone.
• Encourage satisfied customers to share positive reviews and feedback.
• Maintain and improve the brand's overall online rating and customer sentiment.
• Prepare regular reports on reviews, ratings, complaints, resolutions, and overall online sentiment.
• Escalate critical or sensitive customer issues to the concerned department/management.
• Stay updated with customer sentiment, competitor reputation, and industry trends.
• Work closely with Customer Support, Marketing, E-commerce, and Product teams to improve customer experience.

Required Skills

• 2–3 years of experience in ORM, Customer Experience, Customer Support, or Digital Reputation Management.
• Strong written and verbal communication skills.
• Excellent command of English and Hindi.
• Good understanding of social media and e-commerce platforms.
• Strong customer-handling and problem-solving skills.
• Ability to handle negative feedback calmly and professionally.
• Good analytical and reporting skills.
• Proficiency in MS Excel/Google Sheets.
• Ability to multitask and work in a fast-paced environment.
• Strong attention to detail and ownership of assigned responsibilities.

Preferred Candidate

• Experience handling ORM for D2C, e-commerce, consumer brands, or product-based companies will be preferred.
• Candidates with experience managing reviews on Amazon, Flipkart, Google Business Profile, and social media platforms will have an advantage.

What We Offer

• Opportunity to work with a rapidly growing D2C brand.
• Collaborative and growth-oriented work environment.
• Learning and development opportunities.
• Exposure to multiple digital and e-commerce platforms.