Online Reputation Management Executive

About the Role

We are seeking a proactive Online Reputation Management Executive based in Mohali, Punjab, with 1 to 3 years of experience. This role focuses on actively monitoring and positively shaping the online presence of our brands across various digital channels.

Key Responsibilities

• Track brand mentions, reviews, comments, and discussions on social media, Google, forums, and other relevant platforms.
• Respond quickly and professionally to customer questions, grievances, and unfavorable feedback.
• Identify potential reputation threats and escalate serious concerns to appropriate teams.
• Craft thoughtful replies to negative remarks while preserving the brand's voice and credibility.
• Promote and manage positive customer feedback and reviews effectively.
• Analyze online sentiment and detect frequent customer issues.
• Collaborate with social media, content, and customer support teams to resolve problems efficiently.
• Maintain regular ORM reports detailing mentions, sentiment trends, complaints, and their resolutions.
• Monitor competitors' reputations and recognize relevant industry trends and opportunities.
• Keep abreast of social media trends, platform guidelines, and innovations in reputation management.

Required Skills and Qualifications

• Strong written and spoken communication abilities in English; fluency in Hindi or Punjabi is beneficial.
• Solid understanding of social media platforms and digital communication practices.
• Calm and diplomatic handling of negative feedback.
• Effective problem-solving and interpersonal skills.
• Keen attention to detail and capability to meet deadlines.
• Basic proficiency with social media analytics and reporting instruments.
• Prior experience in online reputation management, social media management, customer engagement, or digital marketing is desirable.