Position: ORM Executive

Experience: 1–3 Years

Location: Gurgaon

About the Role :

We are looking for an ORM Executive with hands-on experience in Online Reputation

Management, Social Listening, and Digital Monitoring. The candidate will be responsible

for managing online conversations, monitoring brand reputation, identifying customer

concerns, and providing actionable insights to clients and internal teams.

Key Responsibilities :

• Manage day-to-day ORM activities for assigned brands.

• Monitor brand mentions, customer queries, complaints, feedback, and

conversations across digital platforms.

• Conduct Social Listening to track brand, product, campaign, competitor, and

industry-related conversations.

• Monitor relevant keywords, hashtags, brand names, reviews, product names,

and campaign mentions using social listening tools.

• Analyse sentiment, conversation trends, customer pain points, and emerging

issues.

• Identify potential reputation risks and proactively escalate negative or sensitive

conversations.

• Track competitor conversations,



brand perception, and Share of Voice (SOV).

• Prepare daily, weekly, and monthly ORM & Social Listening reports with actionable

insights.

• Maintain ORM trackers and ensure accurate categorisation, follow-ups, and closure of customer conversations.

• Coordinate with clients and internal teams for timely responses and resolution of

customer complaints.

• Monitor and support crisis communication and escalation when required.

• Follow brand-specific response guidelines and escalation matrices.

• Provide actionable insights based on social listening data to improve customer

experience and online reputation.

Must-Have Skills:

• 1–3 years of experience in ORM / Social Listening / Digital Reputation

Management.

• Robust understanding of Social Listening, Sentiment Analysis, Brand Monitoring,

Competitor Analysis, and Crisis Escalation.

• Hands-on experience managing customer conversations across social

📌 ORM Executive (Gurugram)
🏢 Cog Culture
📍 Gurugram