Executive - Online Reputation Management (ORM)

Job Description - VelivoHR is looking for Executive - ORM for one of their client who is a leading digital marketing agency in Mumbai.

Location - Mumbai, Maharshtra.

Job Responsibilities:

• Use specialized tools, to generate search results for our client brands
• Maintain oversight on work with 100% audit of communications and monitoring and listening – manually and using tools
• Work with the brand marketing and client teams to provide the right inputs to the CEE teams for responses, product information, product training. Work with HR teams for scheduling CEE teams for shift planning
• Build clear reports and analysis on performance, competitive actions, opportunities on a weekly, and monthly basis as per agreement.
• Understand and address the consumer queries effectively and actively on social media platforms.
• Identify and escalate critical and sensitive cases that could lead to a crisis or impact brand goodwill.
• Actively draft and publish communication for pro-active social care for customers.
• Manage social media conversation volumes with consistency and to manage their own quality of responses.
• Identify key issues and pain points as actionable for client to improve the reputation of the brand.
• Familiar with Reports, PPT and Excel.

Required Skills & Qualification:

• 1 – 2 years of experience in ORM / Digital Response / Customer Service.
• Diploma / Graduate – Marketing and Communications, English.
• Patience and grace.
• Excellent personal time management skills and commitment. Project Management skills a must.
• Solid understanding of Meltwater tool for ORM
• Good writing and communication skills
• Ability to write responses which fit with a brand’s voice and meet the needs of the digital consumer, guide the CEE teams in their responses.