About the Role

As ORM Manager, you'll own ShftX's reputation across every marketplace, review platform, and social

channel our 12+ brands sell on. Ratings and reviews directly drive Buy Box eligibility, ad approval,

conversion, and account health on Amazon and Flipkart — so this isn't a support function, it's a growth

lever. You'll build the systems, playbooks, and (eventually) the team that keeps ShftX's brands trusted at

scale, while working closely with Ecommerce, Performance Marketing, CX, and R&D; to fix problems at the

root, not just respond to them.

Key Roles & Responsibilities

1. Marketplace Ratings & Account Health

Own product and seller ratings across Amazon, Flipkart, Blinkit, Zepto, and other marketplaces where

ShftX brands sell.

Track and protect account health metrics — Order Defect Rate, Return/Refund Rate, Voice of the

Customer (VOC) dashboards, Seller Rating — that affect Buy Box, ad eligibility, and catalogue visibility.

Flag and act on early warning signs of account health risk before they escalate into suspensions or listing

restrictions.

2.



Review & Feedback Management

Monitor, categorize, and respond to product reviews and customer feedback across all platforms in line

with brand tone and TAT targets.

Identify and report fake, malicious, or policy-violating reviews for takedown through official marketplace

channels.

Run structured post-purchase review-generation campaigns to build organic positive review volume.

3. Root-Cause Collaboration

Partner with R&D; and Quality teams to translate recurring complaint patterns (product defects,

packaging, delivery issues) into fixes — not just repeated fire-fighting.

Work with the Ecommerce/Marketplaces team on listing accuracy, since mismatched expectations are a

major driver of negative reviews.

Loop in Performance Marketing when reputation issues affect ad performance or platform standing.

4 Reporting & Analytics

Report weekly/monthly on rating trends, resolution rates, respon

📌 Online Reputation Management (Palam)
🏢 ShftX Tech
📍 Palam