Times Network - Manager - Online Reputation Management

Online Reputation Manager (ORM)

Job Description:

We are seeking an experienced Online Reputation Management (ORM) Specialist to join our team. As an ORM specialist, you will be responsible for maintaining and improving the online reputation of our organisation. Your role will involve monitoring and managing online reviews, comments, and discussions across various platforms, implementing strategies to mitigate negative sentiment, and enhancing positive brand perception.

Responsibilities:

- Monitor and analyse online conversations, reviews, comments, and feedback about our organisation on various platforms such as social media, review sites, forums, and news articles.

- Develop and implement strategies to manage and improve online reputation, including responding to customer reviews and comments in a timely and professional manner.

- Collaborate with cross-functional teams, such as customer service, marketing, product and public relations, to address customer concerns and resolve issues effectively.

- Identify and engage with brand advocates and influencers to amplify positive brand sentiment and cultivate a positive online community.

- Proactively identify potential reputational risks and develop strategies to mitigate and address them effectively.

- Monitor and report on key performance metrics related to online reputation, such as sentiment analysis, customer satisfaction ratings, and brand perception.

- Stay up-to-date with the latest industry trends, best practices, and emerging technologies in online reputation management.

- Utilise online monitoring and reputation management tools to track and analyse brand mentions and sentiment.

- Collaborate with the SEO team to optimise online content and search results related to our Brand's reputation.

- Conduct regular audits of our online presence and reputation, providing insights and recommendations for improvement.

Requirements:

- Bachelor's/PG degree in marketing, communications, public relations, or a related field.

- Minimum 3 years of experience in online reputation management, brand management, or related roles.

- Proven track record of successfully managing and improving online reputation for organisations.

- Strong understanding of online platforms, social media trends, and user-generated content.

- Excellent written and verbal communication skills, with the ability to craft professional and persuasive responses to customer reviews and comments.

- Demonstrated ability to handle sensitive or negative online interactions with diplomacy and professionalism.

- Analytical mindset with the ability to interpret data and draw actionable insights to inform reputation management strategies.

- Familiarity with online monitoring and reputation management tools and platforms.

- Strong organisational and time management skills, with the ability to manage multiple tasks and priorities effectively.

- Collaborative mindset and the ability to work cross-functionally with teams across the organisation.