ORM Manager

Online Reputation Management (ORM) Manager

Company: ShftX Tech Private Limited
Department: Product Success
Job Type: Full-time
Location: New Delhi, India
Experience: 3–6 years

About ShftX

ShftX is India’s next-generation multi-brand consumer electronics company, building and scaling 8+ brands across Amazon, Flipkart, Blinkit, Zepto, and other quick-commerce platforms.

With a 100+ member team and a founder-led culture, we believe in ownership, speed, and accountability. We don't just hire employees — we hire people to own and build their functions.

About the Role

We are looking for an Online Reputation Management (ORM) Manager to own and strengthen ShftX's reputation across marketplaces, review platforms, and social channels.

Ratings and reviews directly impact conversion, Buy Box eligibility, advertising, catalogue visibility, and marketplace account health. This role will therefore be a key growth and customer experience function, not just a support role.

You will build systems, processes, and playbooks to manage online reputation at scale while working closely with Ecommerce, Customer Experience, Performance Marketing, Quality, and R&D teams.

Key ResponsibilitiesMarketplace Ratings & Account Health

• Own product and seller ratings across Amazon, Flipkart, Blinkit, Zepto, and other marketplaces.
• Monitor key account health metrics such as Order Defect Rate, Return/Refund Rate, Voice of the Customer (VOC), and Seller Rating.
• Identify early warning signs and take corrective action before issues escalate.
• Work with marketplace teams to protect account health, listing visibility, and platform performance.

Review & Feedback Management

• Monitor, categorize, analyze, and respond to customer reviews and feedback.
• Ensure responses meet brand guidelines and defined turnaround times.
• Identify fake, malicious, or policy-violating reviews and raise them through official marketplace channels.
• Develop structured post-purchase initiatives to increase genuine positive reviews.

Root-Cause Analysis & Collaboration

• Identify recurring customer complaints and work with R&D and Quality teams to address root causes.
• Collaborate with Ecommerce teams to improve listing accuracy and reduce expectation-related negative reviews.
• Work with Performance Marketing teams when reputation issues impact advertising or marketplace performance.
• Convert customer feedback into actionable product and operational improvements.

Reporting & Analytics

• Prepare weekly and monthly reports covering rating trends, review sentiment, resolution rates, response TAT, and account health.
• Track reputation KPIs across multiple brands and marketplaces.
• Present actionable insights to leadership and relevant business teams.
• Use customer sentiment and review data to influence product, marketing, and operational decisions.

Requirements

• 3–6 years of experience in Online Reputation Management, Customer Experience, E-commerce Operations, or Marketplace Management.
• Hands-on experience with Amazon/Flipkart seller-side operations is preferred.
• Strong understanding of marketplace ratings, reviews, seller metrics, and account health.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally with Ecommerce, CX, Quality, R&D, and Marketing teams.
• Bachelor's degree in any discipline.
• Prior experience managing or building a small team is a plus.

What We're Looking For :

• Takes complete ownership of their function.
• Is highly data-driven and detail-oriented.
• Can identify patterns instead of simply firefighting individual complaints.
• Is comfortable working in a fast-paced, founder-led environment.
• Can turn customer feedback into business and product improvements.
• Has a strong understanding of how ratings and reviews influence marketplace growth.

Interested candidates can share their updated CV at [email protected]

Work Location: In person