Job Title - ORM Executive

Location - Gurgaon This position will own Online Reputation Management and Social Listening for a real estate client, with the potential to extend to other brands over time.

Key responsibilities will include: Monitoring and responding to comments, DMs, reviews, and mentions across Instagram, Facebook, Google, and other platforms

Handling customer queries, complaints, and escalations in line with brand tone and escalation protocols

Tagging, categorizing, and tracking conversations (sales, service, sentiment, complaints, etc.)

Coordinating with the account team and client SPOCs on issue resolution and turnaround

Using social listening tools (this brand uses Simplify360, but experience with MeltWater or similar works too) to track: Brand mentions, Campaign sentiment, Emerging risks or spikes

Creating weekly and monthly ORM reports covering volume, sentiment,



key themes, risks, and opportunities This is a hands-on, live operations role.

Given the nature of ORM, we are ideally looking for someone with 6 months of experience in:

ORM

Social media moderation

Community management

Social listening or digital customer support They should also have: Solid written communication in English (transparent, calm, brand-protected)

Experience handling angry customers, service issues, and escalations

Comfort working with dashboards, trackers, and reports

Ability to work independently and follow escalation protocols

Internship experience in real estate, BFSI, telecom, or any high-volume customer-facing brand would be a plus.

📌 Orm Executive Gurugram
🏢 Havas Media Network India
📍 Gurugram