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Online Reputation Manager - BFS/Education (6-15 yrs)
Role :
The ORM Manager would be responsible for the performance of the ORM Listening and Engagement teams. He/She would be responsible for all deliverables and process adherence as well as detailed periodic reports to be generated.
KEY RESPONSIBILITIES :
- Monitor and review user comments, suggestions, feedback and complaints across all online platforms including social media and review websites
- Respond & engage with customers in a personalized manner to demonstrate that the brand genuinely wants to help resolve issues and deliver a delightful experience
- Promptly respond to both negative and positive comments & feedback within the best possible turnaround time
- Work closely with the Operations team to help resolve customer complaints and queries.
- Monitor, track, analyse and report on feedback and online reviews
- Create and publish periodic reports on various metrics, data points and insights pertinent to ORM
- Handle partner relationships with various review platforms & websites
- Work closely with Social team to enhance positive sentiment for the brand on social media
DESIRED CANDIDATE :
- Relevant experience for 6+ years in ORM
- Experience in handling a 8-10 member team
- Excellent verbal and written communication skills
- Excellent interpersonal and communication skills
- Hands on experience with social media platforms & ORM Tools
- Attention to detail, critical-thinker and problem-solver
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