Manager - B2B Sales

Job Summary

The incumbent will be responsible for developing and executing the organizations online reputation strategy, monitoring brand perception across digital channels, and driving initiatives that strengthen customer trust and brand equity. The role will leverage data, consumer insights, and cross-functional collaboration to proactively manage reputation risks and enhance the customer experience across the digital ecosystem.

Roles Responsibilities

• Develop and implement the overall ORM strategy aligned with business and brand objectives.
• Establish governance frameworks, operating procedures, response protocols, and escalation matrices for reputation management.
• Develop frameworks for proactive reputation management and risk mitigation.
• Monitor brand sentiment across social media, review platforms, forums other digital platforms.
• Analyze customer feedback, complaints, and sentiment trends to identify emerging reputation risks.
• Generate actionable insights and recommendations for business stakeholders.
• Lead digital reputation risk assessment and mitigation planning.
• Manage online crisis situations and coordinate with relevant teams for timely resolution.
• Develop communication strategies to address negative sentiment and protect brand reputation.
• Define and manage end-to-end escalation frameworks across internal stakeholders.
• Collaborate with Customer Experience, Operations, Projects, Sales, Legal, Marketing, and Corporate Communications teams to ensure timely resolution of critical issues.
• Conduct sentiment analysis, trend analysis, and root cause analysis to identify recurring customer pain points and systemic issues.
• Translate customer feedback and digital conversations into business insights and improvement opportunities.
• Establish measurement frameworks and KPIs to track reputation performance and customer sentiment trends.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.