Job Posting Title – Manager - ORM

Summary The Associate Manager / Manager / Senior Manager – ORM is responsible for defining and driving the organization's Online Reputation Management (ORM) strategy across multiple clients and business portfolios. The role provides strategic leadership in reputation monitoring, digital risk assessment, crisis response, stakeholder management, and team development. The incumbent will ensure the delivery of high-quality ORM solutions by leveraging data-driven insights, establishing governance frameworks, and implementing best practices that enhance brand reputation and deliver measurable business outcomes.

Key responsibilities:

- Develop and drive the overall Online Reputation Management (ORM) strategy, ensuring alignment with client objectives, brand positioning, and business priorities.
- Oversee end-to-end reputation monitoring, sentiment analysis, issue identification, and crisis response across digital and social media platforms.
- Analyze reputation data and digital conversations to identify trends, emerging risks, and actionable insights for clients and internal stakeholders.
- Develop strategic ORM roadmaps, recommendations, and executive-level reports to support informed decision-making.
- Establish and continuously improve ORM frameworks, methodologies, governance processes, templates, and tools to ensure operational excellence and consistency.
- Manage multiple client engagements, ensuring timely execution, quality delivery, and adherence to agreed service level agreements (SLAs).
- Lead, mentor, coach, and develop high-performing ORM teams while fostering collaboration, innovation, and continuous learning.
- Act as the primary escalation point for critical reputation issues, high-impact incidents, and crisis management initiatives, ensuring swift and effective resolution.
- Build and maintain robust relationships with clients, senior leadership, and cross-functional stakeholders to drive long-term partnerships and client satisfaction.




- Collaborate closely with Social Media, PR, Marketing, Customer Experience, and Analytics teams to deliver integrated reputation management solutions.
- Evaluate emerging digital trends, AI-powered ORM technologies, monitoring tools, and industry best practices to continuously enhance service offerings and operational efficiency.
- Track performance against defined KPIs, client success metrics, and operational dashboards, driving continuous improvement and business growth.
- Support business development by identifying opportunities for ORM service expansion and contributing to client pitches and proposals where required.

Experience & Qualifications

- 3–5 years of experience in Online Reputation Management (ORM), Digital Marketing, Social Media Management, Brand Reputation, Corporate Communications, or a related field.
- Hands-on experience in reputation monitoring, social listening, sentiment analysis, issue identification, and online community management.
- Experience managing client accounts and delivering ORM strategies across multiple brands or business portfolios.
- Familiarity with ORM and social listening tools such as Meltwater, Sprinklr, Brandwatch, Talkwalker, Sprout Social, or similar platforms.
- Strong analytical skills with the ability to interpret data, identify reputation trends, and provide actionable insights.
- Knowledge of crisis communication, digital risk management, and brand reputation best practices.
- Experience collaborating with cross-functional teams, including Social Media, PR, Marketing, Customer Experience, and Analytics.
- Strong client servicing, stakeholder management, presentation, and communication skills.
- Ability to manage multiple projects simultaneously while meeting deadlines in a fast-paced environment.
- Exposure to mentoring junior team members or coordinating small teams is an added advantage.
- Bachelor's degree in Marketing, Communications, Journalism, Mass Communication, Business Administration, or a related field. A postgraduate qualification is preferred.

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📌 Manager ORM (Mumbai)
🏢 dentsu India
📍 Mumbai