Lead - Online Reputation Management

ORM involves monitoring, managing, and improving a brand's digital image by tracking online mentions, responding to reviews, creating positive content, handling crises, analysing data, and coordinating with marketing/PR teams to ensure a favourable online perception and build customer trust.

Key Responsibilities:

- Monitoring & Analysis: Track brand mentions, reviews, and sentiment across social media, forums, and review sites using ORM tools.

- Reputation Management: Develop and implement strategies to build a positive brand image and enhance customer loyalty.

- Content Creation: Create engaging content and develop response templates for various platforms, aligning with brand voice.

- Crisis Management: Handle negative feedback, online crises, and damage control tactfully and promptly.

- Collaboration: Work with marketing, PR, and customer service teams for a unified approach.

- Reporting: Prepare reports on trends, sentiment, and performance metrics.

Essential Skills:

- Excellent communication (written & verbal).

- Strong analytical & problem-solving skills.

- Proficiency with social media and ORM tools.

- Attention to detail and time management.

- Ability to stay calm under pressure and handle sensitive issues.

Qualifications:

- Degree in Marketing, Communications, or a related field is often preferred.

- Experience in digital marketing, social media, or PR is beneficial.