About the Role

We are looking for an experienced Online Reputation Management (ORM) Team Lead to monitor, manage, and enhance the company's online reputation across digital platforms. The role will involve tracking customer feedback, reviews, social media conversations, and online mentions, while ensuring timely and skilled responses to customer concerns.

The ideal candidate should have strong communication skills, good understanding of digital platforms, and the ability to handle customer escalations while protecting and strengthening the company's brand reputation.

Key Responsibilities
- Monitor online platforms for brand mentions, customer reviews, complaints, feedback, and discussions.
- Manage and respond to customer reviews on Google, social media platforms, app stores, review websites, and other relevant channels.
- Track negative reviews, complaints, and potential reputation risks and ensure timely resolution.
- Coordinate with Customer Support, Operations, Product, Marketing, and other internal teams to resolve customer issues.
- Develop professional, empathetic,



and brand-aligned responses to customer feedback.
- Identify recurring customer complaints and highlight trends to the relevant teams.
- Maintain an ORM tracker covering reviews, complaints, responses, escalations, and resolutions.
- Monitor competitors' online reputation and identify industry trends and best practices.
- Escalate critical complaints, sensitive issues, or potential PR/reputation risks to the appropriate stakeholders.
- Support strategies to improve online ratings, customer sentiment, and brand perception.
- Analyse customer sentiment and prepare periodic ORM reports and dashboards.
- Track key metrics such as review ratings, response time, resolution rate, sentiment, and complaint trends.
- Ensure consistent brand tone and communication across all digital channels.
- Identify fake, spam, misleading, or potentially harmful reviews and coordinate appropriate action.
- Support

📌 ORM Executive (Bengaluru)
🏢 Beerupii innovation Private
📍 Bengaluru