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 media platforms.
- Strong written and verbal communication skills.
- Good analytical and reporting skills.
- Ability to manage multiple brands and work within tight deadlines.
- Good understanding of Facebook, Instagram, X/Twitter, YouTube, and Google

Business Profile.

ORM Tools

- Hands-on experience with any:

Sprinklr | Konnect Insights | Locobuzz | Brandwatch
- Knowledge of Meta Business Suite and other social listening/monitoring platforms is an added advantage.

Skills

- Social Listening | Sentiment Analysis | Brand Monitoring | Competitor Analysis | Crisis Escalation | Client Coordination | Reporting & Insights

📌 ORM Executive (Gurugram)
🏢 Cog Culture
📍 Gurugram