MobiKwik - Senior Manager - Online Reputation Management

About MobiKwik-

We are a Fintech company. One of the largest mobile wallets and Buy Now Pay Later (BNPL) players in India. We are focused toward empowering 101M+ users with Financial Independence. Founded in 2009 by Bipin Preet Singh and Upasana Taku, we commenced operations as a mobile wallet to make digital payments convenient for our users. Our use cases have since expanded to include bill payments, ecommerce shopping, food delivery, petrol pumps, large retail chains, pharmacies, kirana stores, etc. Our platform also enables peer-to-peer payments via unified payment interface (UPI), MobiKwik Wallet as well as MobiKwik Wallet to bank payments. Over the years we have amassed over 101 million Registered Users and more than 3 million ecommerce, physical retail and biller partners.

In May 2019, we launched MobiKwik Zip, our flagship BNPL product, with a focus on the Indian middle-class population to enable them to make payments for daily life use cases. MobiKwik Zip is focused on providing this underserved Indian population their first experience of credit. We are a technology-first company leveraging big data analytics and deep data science (including machine learning) to continuously delight users and merchants on our platform. Our mission is to build a world class payments and credit product for Bharat!

Summary of Role:

An integral part of the customer experience team, ORM Sr Manager will be captain of the ORM team that steers all social media communication for our customers. Including but not limited to Twitter, Facebook, Instagram, Playstore and Appstore as platforms. We are looking for a rockstar who is a relentless advocate of exceptional customer experience and has a penchant for writing.

This is an exciting role with the opportunity to implement big ideas and have a real impact on the customer experience. He/she will report to the Head of Customer Experience.

What You'll Do :

- Manage and improve Inhouse/outsourced ORM performance through performance monitoring, problem resolution, system audits and quality assurance measures for ORM on Socials & Review Sites

- Owning all ORM responses metrics, responses, resolutions, with consistent branded responses with language of Care and build trust and safety. Overall ownership of making MobiKwik as the most trusted and responsive brand in the industry.

- Owning all MobiKwik online properties (FB, Twitter, Instagram, LinkedIn, Apps etc.) and end to end accountability of all App reviews (Playstore, iOS etc.)

- Continuous reduction of negative targets, audience, posts, comments etc. and spearheading all processes to ensure all social handles and all social walls are always clean of negative, harmful, inappropriate, and irrelevant Content.

- Defining processes and developing strategies around improving promoter score and %age conversion of promoters from complaints on social platforms.

- Own key metrics like; %age of negative content reduction, %age of promoter conversions etc.

- Brand Harvesting, Sentiment and Competition analysis on Month-on-Month basis

- Regular social listening and continuous marketing campaign sentiment analysis, reporting to the marketing and business teams for continuous improvements with suggestions/ideas

- Deep partnership with Marketing, Retention, Acquisition teams to drive Customer analytics on ORM.

- Work very closely with Customer Service/Contact Centre operations and Quality functions to identify the failures in the systems on regular basis

- Build a checker policy for the Contact Centre on their resolution failures

- Establish a high standard for productivity, quality, customer service as well as define user guidelines and ORM processes for improvement in KPI's

- ORM performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

- Work very closely in identifying the best strategical approach of the complete ORM strategy through an outsourced Vendor or Inhouse

- Identify the right systems and tools of ORM (Ex. Locobuzz, Onedirect, Konnect etc.)

- Prepare weekly and monthly KPI reports for submission to executive management

- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed of CX - ORM Platform.

- Maintain consistent professional improvement through company provided workshops, tracking Contact Center trends and active participation in team projects.

- Steps in to handle escalated issue resolution and escalations from the CEO

Who You Are :

- 8 years or more in an ORM or a similar customer Experience role with at least 4 years leading a high-performing team

- High level of commitment to Customer Centricity

- Experience with tools like; Konnect, Onedirect, Locobuzz or similar

- Have an experience in managing ORM agencies in the past is a plus

- Have an understanding on Brand Harvesting, Competition and Sentiment analysis

- Basic understanding of marketing mandates like; CVR, CPC, CPA, ROAS, LTVs is a plus

- Strong interpersonal skills and the ability to push back as subject matter expert

- Strong attention to detail

- Clear verbal and written communication skills

If you are confident about 90% of aforementioned being a match to how you identify yourself professionally, coffee is on the house.