Location: Chennai
Experience: 8+ Years

Role Overview

We are looking for an experienced ORM Skilled to lead and strengthen the brand's online reputation across digital platforms.

Key Responsibilities

Online Reputation Management

- Monitor brand mentions, customer reviews, and conversations across digital platforms including Google Reviews, Facebook, Instagram, LinkedIn, X (Twitter), Glassdoor, Justdial, Quora, and other forums.
- Track customer sentiment and proactively identify negative trends or reputation risks.
- Ensure timely and professional responses to customer reviews, comments, and complaints.

Escalation & Issue Resolution

- Manage critical customer escalations and crisis communication in coordination with internal stakeholders.
- Work closely with Customer Support, CRM, Sales, Operations, and Service teams to ensure timely issue resolution.
- Track open cases and drive closure within defined timelines.

Brand Reputation & Engagement

- Drive initiatives to improve online ratings, customer advocacy, testimonials, and user-generated content.
- Ensure all communication aligns with brand guidelines and tone of voice.
- Build customer trust and strengthen brand perception across digital channels.

Analytics & Reporting





- Prepare regular ORM dashboards and reports covering sentiment analysis, ratings, customer feedback trends, and issue categories.
- Conduct competitor benchmarking and track brand health metrics.
- Generate actionable insights to improve customer experience and service quality.

Desired Skills & Competencies

- Strong expertise in Online Reputation Management and Customer Experience.
- Experience in handling high-impact customer escalations and crisis management.
- Proficiency in ORM platforms such as Sprinklr, Brandwatch, Hootsuite, Meltwater, Mention, LocalFalcon, or similar tools.
- Strong analytical, communication, and stakeholder management skills.
- Good understanding of social media platforms, review ecosystems, and digital customer journeys.
- Proficiency in Excel and reporting tools.

Preferred Background

- 8+ years of experience in ORM, Customer Experience, Digital Marketing, or Customer Service functions.
- Experience in Real Estate, E-commerce, Retail, Hospitality, or Service industries will be preferred.
- Proven experience working with cross-functional teams and managing customer-centric initiatives.

📌 Online Reputation Management (ORM) - Marketing (Chennai)
🏢 Casagrand
📍 Chennai