Executive ORM

Job description

**Job Posting Title – Executive – Online Reputation Management (ORM)** **Job Description Summary** We are looking for a proactive and detail-oriented **Executive – Online Reputation Management (ORM)** to manage and protect brand reputation across social media and digital platforms. In this role, you will monitor online conversations, engage with audiences, resolve customer concerns, and generate actionable insights to enhance brand perception. This opportunity is ideal for professionals with **1–2 years of experience** who are passionate about digital communication, customer engagement, and social listening. **Key Responsibilities** - Monitor and manage brand conversations across social media channels, review platforms, forums, and other digital touchpoints using ORM and social listening tools. - Review, categorize, and respond to user comments, feedback, complaints, and queries within defined service-level timelines. - Ensure consistent, empathetic, and brand-aligned communication across all digital interactions. - Escalate critical issues and collaborate with internal stakeholders to ensure timely resolution of customer concerns. - Acknowledge positive feedback and identify opportunities to amplify customer advocacy and strengthen brand perception. - Analyze online sentiment, audience behavior, and conversation trends to provide actionable insights and recommendations. - Prepare and present daily, weekly, and monthly ORM reports, including key performance metrics and sentiment analysis. - Collaborate with Creative, Account Management, and Strategy teams to support campaigns and maintain a positive online brand presence. - Stay updated on social media platform updates, digital trends, and best practices in online reputation management. - Identify potential reputation risks and proactively recommend mitigation strategies. **Eligibility Criteria** - Bachelor's degree or UGC-approved Diploma in Mass Media, Marketing Communication, Advertising, Communications, or related field. - **1–2 years of experience** in Online Reputation Management (ORM), Social Media Management, Customer Engagement, Digital Marketing, or a similar role. - Excellent written and verbal communication skills with strong attention to detail. - Proficiency in Microsoft Office (Word, Excel, PowerPoint) and familiarity with ORM/social listening tools. - Strong understanding of social media platforms, digital communities, and online customer engagement. **Preferred Skills** - Strong interpersonal and stakeholder management skills. - Excellent analytical and problem-solving abilities. - Ability to manage multiple priorities and meet deadlines in a fast-paced environment. - Strong organizational skills with attention to detail. - Experience with social listening platforms and performance reporting is an added advantage. - Customer-centric mindset with the ability to handle sensitive situations professionally. **What We Offer** - Opportunity to work with leading national and global brands. - Exposure integrated digital marketing and online reputation management campaigns. - A collaborative and fast-paced work environment. - Continuous learning, mentorship, and career development opportunities. - Opportunity to work alongside experienced digital professionals and grow within Dentsu. If you interested please share your resume at winsy.gulati@dentsu.com