Online Reputation Manager

Role & responsibilities

1. Initiate listening to the brand on social media, digital, web.

2. Creating and implementing strategies for creating a positive reputation for a brand.

3. Addressing real-time negative responses.

4. Ensuring all complaints are tracked on social media and all consumer forum sites or discussion forums on the internet

5. Report and coordinate with the Customer Service team to get resolution for all the complaints queries and ensure that the response received from the customer service team is posted back on the relevant digital channels within TAT

6. Coordinating with Internal teams to ensure timely updates via daily monitoring reports, press release trackers etc.Proficient in English, should be able to write prompt creative responses.

7. Should be able to get a tight grip on the ORM operations. Escalate to relevant stakeholders. Manage trackers, send reminders, and close the loop with stakeholders.

8. Competitive analysis and benchmarking.

9. Analyse listening reports, share relevant insights, update trackers

10. Use of forums and social media to seed positive content for better ORM

Preferred candidate profile

1. 2-3 years of handling ORM

2. Use social media and web world to its greatest potential

3. Knowledge of using listening tools is a must. Proficient with social media analytics and reporting

4. Should be able to come up with creative content using internal reports, promotions etc

5. Provide advanced listening capabilities and strategic directions, and crisis management

6. Knowledge of equity markets will be a big advantage

7. Curiosity and willingness to try new tools and platforms

8. Being up-to-date on all social tools and trends

9. Excellent communication skills written and spoken