We are seeking an enthusiastic and detail-oriented ORM Executive to join our team. This role offers an exciting opportunity to contribute to digital reputation management, content moderation, social media monitoring, social media publishing, and crisis management. The ORM Executive will work closely with the ORM team to support strategies aimed at improving the brand's online presence and addressing any potential issues that may arise across digital platforms.
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Track brand mentions across social media, review sites, forums, and other online platforms using ORM tools and manual searches.
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Manage and respond to online customer reviews, feedback, and comments across multiple digital channels while maintaining the brand's tone of voice.
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Assess online sentiment and compile reports on public perception, identifying trends and opportunities for improvement.
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Monitor social media platforms (X/Twitter, Facebook, Instagram, LinkedIn, YouTube, etc.) to identify conversations, trends, customer concerns, and potential reputation risks.
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Schedule and publish approved content across social media platforms using publishing tools, ensuring timely execution, content accuracy, and brand consistency.
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Assist in the development and execution of crisis communication plans, ensuring timely escalation and professional responses to reputation-related issues.
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Prepare regular reports and dashboards highlighting online reputation metrics, customer sentiment, campaign performance, and actionable insights.
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Draft and publish responses to customer feedback and inquiries, ensuring they are empathetic, professional, and aligned with brand guidelines.
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Monitor competitors' online reputation, campaigns, and customer engagement to provide actionable competitive insights.
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Support the creation of positive, brand-building content for social media, blogs, review platforms, and other digital channels.
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Promote positive brand narratives and assist in initiatives that strengthen customer trust and brand advocacy.
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Use Sprinklr for social media monitoring, engagement, publishing, and reporting, and Salesforce for customer case management, tracking interactions, and ensuring timely resolution of customer queries.
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Maintain organized records of reviews, mentions, customer interactions, and online conversations to support reporting and analysis.
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Basic understanding of Online Reputation Management (ORM) principles and best practices.
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Familiarity with major social media platforms and experience monitoring and engaging with online communities.
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Experience working with Sprinklr for social media management, listening, publishing, and reporting.
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Familiarity with Salesforce for customer interaction management, case tracking, and workflow coordination.
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Strong written and verbal communication skills with the ability to draft clear, empathetic, and brand-aligned responses.
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Ability to analyze customer feedback, sentiment, and performance data to identify trends and recommend improvements.
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Excellent attention to detail while reviewing and moderating online content.
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Ability to remain calm under pressure and manage sensitive situations professionally.
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Self-motivated with the ability to work independently and proactively.
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Strong organizational and time management skills with the ability to manage multiple priorities.
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Comfortable using digital tools such as Google Analytics, Sprinklr, Salesforce, Hootsuite, Brandwatch, and other social listening or CRM platforms.
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Bachelor's degree in Communications, Public Relations, Marketing, Journalism, or a related field.
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1–2 years of experience in Online Reputation Management, Digital Marketing, Customer Support, Social Media Management, or a related domain.
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Previous internship or project experience in ORM, social media management, customer service, or digital marketing will be an added advantage.
