Online Reputation Manager

Position: Online Reputation Manager.

Location: Netaji Subhash Place (Pitampura).

6 Days Working: Mon to Sat ( 10AM7PM).

Key Responsibilities:

Monitoring & Analysis:

- Monitor brand mentions, conversations, and sentiment across digital channels including Google Reviews, YouTube, Reddit, Facebook, Instagram, and ad comment sections.

- Track emerging conversations around women's wellness, personal care, and hygiene topics that align with the brands voice.

Community Engagement & Response Management:

- Craft timely, empathetic, and brand-aligned responses to user comments, feedback, queries, and reviews.

- Address negative reviews or potential PR escalations quickly with a problem-solving approach.

- Own engagement on Reddit threads, YouTube comment sections, and consumer forums with authenticity and insight.

Reputation Strategy & Execution:

- Design and implement proactive ORM strategies to improve brand trust, mitigate negative sentiment, and increase organic advocacy.

- Build playbooks for community moderation, response tone, and crisis management.

- Collaborate with content, growth, and product teams to align communication strategy with campaign goals.

Feedback Loop & Insights:

- Translate online feedback into actionable insights for product, CX, and marketing teams.

- Identify recurring complaints, sentiments, or emerging issues and recommend fixes.

- Prepare regular reports with sentiment analysis, review trends, and impact on brand perception.

Qualifications:

- 5 to 6 years of experience in Online Reputation Management, Social Media Response, or Brand Engagement roles.

- Prior work with consumer-focused D2C brands, ideally in personal care, feminine hygiene, skincare, or wellness.

- Strong understanding of B2C portals (Amazon, Nykaa, Flipkart), review platforms (Google, Trustpilot), and UGC-heavy platforms (YouTube, Reddit, Instagram).

- Experience managing ORM around paid ads (Meta/Google ad comments and feedback).

- Proficient with ORM and social listening tools (e., Sprinklr, Brandwatch, Hootsuite, Mention).

- Excellent written English with the ability to match tone to context from empathetic customer replies to snappy Reddit comments.