Online Reputation Manager - Marketing Communications- Mumbai

Job Description:

The ORM Manager is responsible for developing, implementing, and managing strategies to maintain and improve the
company& online presence across various platforms, including websites, social media, and review sites. This role
focuses on enhancing the company’s image, managing public perceptions, and addressing issues that could impact the
organization’s reputation. The ORM Manager collaborates with marketing, PR, and customer service teams to align
online reputation strategies with broader brand goals.

Responsibilities
1. Reputation Monitoring and Management
  Monitor online mentions, reviews, and conversations related to the company on social media, websites,
review sites, and news outlets.
  Develop and implement strategies to maintain a positive online reputation and mitigate negative feedback or
crises.
  Track and analyse brand sentiment using tools for social listening and reputation management.
 
 2. Content and Social Media Strategy
  Collaborate with content and social media teams to produce content that reinforces a positive image and
promotes customer engagement.
  Oversee the posting schedule and content on social media platforms to ensure consistent messaging and
brand voice.
  Develop and implement online reputation campaigns, including proactive social media engagement and
community management.
 
 3. Crisis and Complaint Management
  Respond to negative feedback, complaints, or inquiries across social media and review sites promptly and
professionally.
 Develop crisis communication plans for handling sensitive situations or reputation risks.
  Work closely with the PR to craft public statements or press releases when needed.
 
4. Performance Tracking and Reporting
  Create regular reports on ORM activities, analysing metrics such as sentiment, engagement, and reach.
  Use data to adjust strategies as needed, aiming to continuously improve reputation scores and public
perception.
  Present findings and recommendations to senior leadership on ORM strategies and outcomes.
 
 5. Stakeholder Collaboration
  Coordinate with teams to address recurring issues and prevent negative sentiment.
  Serve as a liaison between the company and external agencies or consultants for ORM projects.