Role Overview

We are looking for an ORM Consultant to manage and monitor online conversations, customer feedback, reviews, and brand mentions across digital platforms. The role will involve social listening, response management, escalation handling, sentiment analysis, and reporting.

Key Responsibilities

- Monitor brand mentions, comments, reviews, and conversations across social media and digital platforms.
- Manage ORM activities using Brandwatch and Locobuzz.
- Respond to customer comments, queries, complaints, and reviews using approved response templates.
- Identify negative or sensitive conversations and escalate them to the relevant team.
- Track positive, negative, and neutral sentiment around the brand.
- Monitor conversations across platforms such as Facebook, Instagram, X, Google Reviews, YouTube, Reddit, Quora, and other relevant channels.
- Support real-time monitoring during campaigns, festivals, launches, or high-volume periods.
- Maintain response and escalation TAT/SLA.
- Identify recurring customer issues and emerging reputation risks.
- Prepare daily/weekly/monthly ORM reports covering mentions, sentiment, response status, escalations, and key trends.
- Coordinate with internal/client teams for complaint resolution and closure.

Tool Experience

- Hands-on experience with Locobuzz for social listening, response management, ticketing/escalation, sentiment tracking,



and reporting.
- Experience with Brandwatch for social listening, mention tracking, sentiment analysis, trend identification, and reporting.
- Understanding of social media and review monitoring tools.

Required Skills

- 1-3 years of experience in ORM, social listening, or social media customer experience.
- Hands-on experience with Brandwatch and/or Locobuzz preferred.
- Good written communication skills.
- Ability to handle negative comments and customer complaints professionally.
- Strong understanding of sentiment analysis and escalation management.
- Familiarity with Google Business Profile and major review platforms.
- Comfortable using AI tools such as ChatGPT, Gemini, Claude, or similar platforms for sentiment analysis, response drafting, complaint summarization, and review analysis.
- Positive working knowledge of Google Sheets/Excel for ORM tracking and reporting.
- Comfortable working with dashboards, reports, and large volumes of online conversations.
- Ability to work in shifts/weekends when required for ORM coverage.

Preferred Experience

Experience managing ORM for multi-location consumer brands will be an advantage.

Experience in beauty, wellness, healthcare, retail, hospitality, or other high-volume customer-facing categories will be preferred.

📌 ORM Consultant | To THE New (Noida)
🏢 To The New
📍 Noida