About the Role

At Ajmal Perfumes, customer experience is at the heart of everything we do. We are looking for an Online Reputation Management (ORM) Executive who will play a key role in shaping how customers perceive our brand across digital platforms.

This role goes beyond responding to reviews—it involves protecting brand trust, resolving customer concerns, and turning feedback into meaningful improvements across our products and services.

You will work closely with Customer Support, Ecommerce, Logistics, and Marketing teams to ensure that every customer voice is heard and addressed promptly.

What You Will

Own

Manage Ajmal’s Online Reputation

 Monitor and respond to customer reviews and ratings across:

o Our website o Marketplaces such as Amazon, Flipkart, and Nykaa o Social media platforms o Public review platforms like Google Maps.

 Ensure timely, thoughtful, and brand-aligned responses to all feedback.

Resolve Customer

Concerns

 Investigate and address customer issues related to:

o Product concerns o Delivery experiences o Order discrepancies o Refunds and replacements.

 Work cross-functionally with internal teams to ensure quick and fair resolutions. Protect and Improve Brand Sentiment

 Track and analyse customer feedback trends across channels.





 Identify recurring customer pain points and share actionable insights with relevant teams.

 Help drive improvements that directly impact customer satisfaction and brand perception.

Manage

High-Impact Feedback

 Handle sensitive or critical complaints in public forums.

 Ensure that escalations are resolved efficiently while maintaining a qualified and empathetic brand voice.

Drive Positive Customer

Advocacy

 Encourage satisfied customers to leave reviews and ratings.

 Help strengthen Ajmal’s digital reputation by increasing positive brand engagement. What We’re Looking For

 Solid written communication and problem-solving skills.

 Ability to handle customer concerns with empathy and professionalism.

 Familiarity with ecommerce ecosystems and online review platforms.

 A customer-first mindset with attention to detail.

 Previous ORM experience valuable to have (not mandatory) What Success Looks Like

 Faster response times to customer feedback.

 Reduction in negative review impact.

 Improved average ratings across key platforms.

 Stronger customer trust and brand sentiment.

📌 Orm Executive Mumbai (India)
🏢 Ajmal Perfumes India
📍 India