Online Reputation Management Specialist - BFSI

Online Reputation Management (ORM) Specialist-Mumbai-6-7 years

Location : Mumbai

Summary: We are hiring an experienced Online Reputation Management (ORM) Specialist to manage brand reputation across digital platforms and drive actionable customer insights. The role involves handling customer communication, managing online sentiment, mitigating reputation risks, and sharing Voice of Customer insights with internal stakeholders to improve overall brand trust and experience.

Your Future Employer -A fast-growing, well-funded organization operating in a regulated, customer-centric digital ecosystem, offering exposure to large-scale reputation management and cross-functional collaboration.

Responsibilities:

1. Monitor brand mentions across social media, review platforms, forums, communities, and news portals.

2. Respond to customer comments, reviews, DMs, and complaints in a professional and brand-aligned manner.

3. Manage negative sentiment, misinformation, and potential reputation risks through structured escalation.

4. Collaborate with Customer Support, Product, Compliance, Risk, and Marketing teams for issue resolution.

5. Extract and share Voice of Customer insights through regular reports and recommendations.

Requirements:

1. 6-8 years of experience in ORM, social listening, or customer communication roles.

2. Strong written communication skills in English with the ability to draft ORM responses independently.

3. Hands-on experience with ORM tools such as Sprinklr, Meltwater, Brandwatch, Talkwalker, Locobuzz, or Hootsuite.

4. Experience handling ORM crises, preferably in BFSI, fintech, or regulated environments.

5. Ability to work with multiple stakeholders and manage reputation across multi-country platforms.

What is in it for you:

1. Opportunity to work on high-impact brand reputation initiatives.

2. Exposure to senior stakeholders and cross-functional teams.

3. A fast-paced environment with strong learning and growth potential.

4. Competitive compensation and long-term career progression.