Milkbasket - Manager - Online Reputation Management

ORM - Manager

Position Summary & Responsibilities :

Responsible for the customers queries or escalations on all social media accounts of the brand and manage brand's reputation across the web to maintain a favorable image. Also, responsible for managing all negative publicity across other platforms like rating and review websites.

Day to day responsibilities will include the following :

1. Addressing customers queries and issues on social media and bringing appropriate closure on the conversation within specified TAT.

2. Escalating multiple issues to different functions of the company as per escalation matrix to resolve the issues in a timely manner.

3. Defining the SOPs and templates for the team to respond to customer queries on the Social Media platforms and regularly revising the content for engagement with the audience.

4. Work towards enhancing and building the organization's reputation by constantly measuring the effectiveness of the response strategies.

5. Identifying the sentiments of the customers queries, categorizing the information, and generating reports based on social listening tools regularly.

6. Circulating weekly and monthly ORM reports to internal Departments for further enhancement in the process.

7. Define a reporting infrastructure and building product-wise and service-wise reports based on all the data available.

8. Should be flexible and have an empathetic attitude towards customers and team. - Degree from a reputed institution

Experience : 4-6 years

Knowledge and Skills :

(Functional / Technical) :

- Experience of working with various ORM tools

- Working knowledge/familiarity with social listening tools

- Content development and management expertise is required

- Outstanding command over written English

- Experience in e-commerce industry would be additional advantage

- Should have experience with team management

- Leadership /Managerial

- Should understand the voice of customer and should lead by example.

- Should be flexible and have an empathetic attitude towards customers and team.