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 skilled 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.
Solid 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