Job Title: ORM Specialist
Location: Gurugram
Experience: 1–3 years
Employment Type: Full time
About the Role
We are looking for a proactive and detail oriented Online Reputation Management (ORM) Executive who can effectively manage brand reputation across social media and digital platforms. The ideal candidate should have experience in social media moderation, customer engagement, sentiment analysis, reporting, and stakeholder coordination while ensuring timely resolution of customer concerns.
Key Responsibilities
Social Media Moderation
Monitor and respond to comments, messages, reviews, and mentions across social media platforms.
Ensure all responses align with the brand's tone of voice and communication guidelines.
Handle customer queries, complaints, appreciation, and feedback professionally.
Online Reputation Management
Monitor brand sentiment across digital platforms.
Identify potential reputation risks and escalate critical issues promptly.
Track negative conversations and coordinate with internal teams for resolution.
Suggest proactive ORM strategies to strengthen brand reputation.
Reporting & Analysis
Prepare daily, weekly, and monthly ORM reports.
Analyze customer sentiment, conversation trends, and engagement insights.
Identify recurring concerns and recommend actionable improvements.
Present data backed insights to support business decisions.
Escalation Management
Coordinate with internal stakeholders for complaint resolution.
Maintain escalation trackers and ensure timely closure of customer concerns.
Follow up with relevant teams until issues are resolved.
Platform Management
Manage brand interactions across Instagram, Facebook, LinkedIn, X (Twitter), YouTube, Google Business Profile, and other digital platforms.
Client & Internal Coordination
Coordinate with clients and internal teams for approvals, escalations, and updates.
Ensure service level timelines are maintained for all customer interactions.
Share regular updates on critical cases and ongoin