Manager - Online Reputation - BFSI

Responsibilities :

Online reputation manager monitors social media sites to identify negative content that is posted about us. Use a combination of public relations and technical skills to eliminate this content (or at least force it to appear lower in search results) and promote content (news articles, blogs, Tweets, Telegram, Instagram, Facebook, and Linked posts, play store, etc.) that presents a positive image of the organization. Monitor and improve how our business is viewed online.

The utmost role and responsibility of the reputation manager is to track and monitor brand-specific conversations and mentions on social media. Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.

Online Reputation Manager Job Role : 

- Become an advocate for the company in social media spaces, engaging in dialogues and answering questions where appropriate.

- Create Online reputation management support roadmap and structure

- Develop organizational elements to implement a proactive process for capturing happy, loyal customer online reviews.

- Monitor trends in social media tools, applications, channels, design, and strategy.

- Identify threats and opportunities in user-generated content surrounding the company. Report notable threats to management.

- Analyse campaigns and translate anecdotal or qualitative data into recommendations and plans for revising social media, content marketing, SEO, and social advertising campaigns.

- Work closely with marketing teams to analyse, review, and report on effectiveness of campaigns to maximize results.

- Social Media listening & Online Reputation Management for customers as well as generating and presenting actionable insights to maintain a positive sentiment for the organisation.

- Maintain strict SLAs on response and resolution times.

Qualifications/ Required Skills :

- 8+ years of experience in Social Media Management and/or digital marketing management in a fast-paced environment.

- 5+ years of recent experience in successfully managing, growing, and scaling a global team with 24x7x365 availability.

- Hands-on knowledge of ORM tools (like OneDirect, Meltwater etc.)

- Possesses great ability to identify potential negative or crisis situations and apply proactive mitigation measures.

- Experience in social media listening, insights tools, analytics, reporting.

- An understanding of the social web, including blogs, forums, social networks, microblogs, photo/video sharing, ratings, and reviews, etc.

- Experience in leveraging social media with consumer support and working with marketing Maintains excellent writing and language skills.

- Good technical understanding and can pick up new tools quickly.

- Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy, and conflict resolution. conflict resolution principles to mitigate issues.

- Candidates from Crypto currency exchange, Fintech or E-commerce companies shall be preferred.