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 professional 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 social media and digital marketing teams during reputation-related campaigns or crises.
- Maintain confidentiality and follow company policies while handling customer information.

Required Skills & Competencies

- 2–5 years of experience in ORM, Digital Marketing, Social Media Management, Customer Experience, Customer Support, or a related role.
- Excellent written and verbal communication skills.
- Strong command of English with excellent grammar and writing ability.
- Experience handling negative reviews, customer complaints, and escalations.
- Good understanding of social media platforms and online review channels.
- Robust problem-solving and interpersonal skills.
- Ability to handle sensitive customer situations professionally.
- Good analytical and reporting skills.
- Proficiency in MS Excel/Google Sheets and reporting tools.
- Ability to work under pressure and manage multiple escalations simultaneously.
- Strong attention to detail and ownership of assigned tasks.

Preferred Experience

Experience with ORM/review management platforms, social listening tools, CRM systems, or platforms such as Google Business Profile, Google Reviews, Play Store/App Store reviews, Facebook, Instagram, LinkedIn, X, Reddit, and other review platforms will be an advantage.

Key Performance Indicators (KPIs)

- Online rating and reputation improvement
- Review response time
- Complaint resolution rate
- Negative sentiment reduction
- Customer satisfaction
- Number of escalations resolved
- Response quality and brand compliance
- ORM reporting accuracy and timeliness
- Reduction in recurring customer complaints

Education

Bachelor's degree in Marketing, Communications, Business Administration, Journalism, Mass Communication, or a related field is preferred.

Ideal Candidate

We are looking for someone who is customer-centric, digitally savvy, calm under pressure, and highly skilled in written communication, with the ability to convert negative customer experiences into positive brand interactions.

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

- Flexible schedule
- Provident Fund

Work Location: In person

📌 ORM Executive / Online Reputation Management Team lead (India)
🏢 Beerupii innovation Private
📍 India