Job Description

Your job is to listen at scale.

Every review, every Reddit thread, every chat transcript, every 1-star rating, every glowing testimonial is a signal. You will collect all of it, make sense of it, and turn it into structured intelligence that makes the brand better as a brand, as a product, and as an experience.

This is not a social media management role. This is not a customer service role. This is a strategic intelligence and brand reputation role that sits at the intersection of data, customer psychology, digital perception, and cross-functional influence. If you get excited by patterns in messy data, if you instinctively know what a brand's online footprint says about its health, and if you can walk into a room with five different teams and make them care about what customers are saying — this role is for you.

Roles and Responsibilities

Voice of Customer (VOC) Intelligence

- Collect, consolidate and analyze customer signals from all channels — email, chat, calls, reviews, social, forums and marketplaces — into a unified VOC framework.
- Run structured CAPA (Corrective and Preventive Action) cycles: identify recurring pain points, document root causes, assign ownership across departments, and track resolution and recurrence.
- Build and maintain VOC dashboards and reporting cadences that give leadership and department heads explicit, actionable data — not noise.
- Forecast emerging customer issues by spotting trends early, before they become patterns or crises.

Online Reputation Management (ORM)

- Monitor and manage the brand presence across review platforms (Google Reviews, Trustpilot, BBB, Yotpo, Bizrate, etc.), social media channels, and discussion forums like Reddit.
- Own and grow the brand's content and presence on forums, blogs,



community threads and review platforms — both proactively publishing and monitoring brand mentions.
- Stay ahead of emerging trends in how brands are discussed, rated, and perceived online — and know how to shift those conversations.
- Respond to reviews and public conversations when required, always in a brand-aligned, high-quality manner; equip the CX team with the right language and frameworks for doing the same.
- Understand the basics of how brand mentions impact organic search results and SERP visibility — collaborate with the SEO team when reputation and search intersect.

Cross-functional Influence

- Be the internal voice of the customer — take VOC insights to logistics, operations, tech, marketing, merchandising, finance and beyond, and drive accountability for fixing root causes.
- Build relationships and influence without authority; you'll work across every department in the business and you'll need to make people act on data they didn't originally own.
- Represent the brand's reputation health in leadership reviews with clear, insight-driven reports.

AI, Tools & Analytics

- Leverage AI tools and emerging technologies to automate VOC collection, sentiment analysis, issue categorisation and ORM workflows.
- Stay current on AI-driven ORM and VOC tools — evaluate, pilot and implement tools that make the function sharper and faster.
- Build Excel-based and BI dashboards (Power BI or equivalent) to track review volumes, sentiment trends, response times,



issue recurrence rates and ORM health metrics.

What You Bring

- 7–10 years of hands-on experience in VOC management, ORM, brand intelligence, digital reputation, or customer insights in e-commerce, D2C, luxury, or high-visibility consumer brands.
- Proven track record of running CAPA or equivalent structured feedback-to-action processes and influencing business outcomes through customer data.
- Deep familiarity with ORM and review platforms: Trustpilot, Yotpo, Google Reviews, BBB, Bizrate — and the ability to manage brand presence on Reddit, forums and blog ecosystems.
- Strong analytical skills: advanced Excel (pivot tables, macros, data modelling), experience with Power BI or similar BI tools is a strong plus.
- AI-forward mindset: practical awareness and experience of how AI tools are transforming VOC analysis and online reputation management — and the ability to implement, not just discuss.
- Excellent written and verbal communication — you can write a brand-aligned review response, a crisp internal report, and a compelling stakeholder presentation, all with equal confidence.
- Comfort with ambiguity, startup pace, and cross-functional chaos; you create structure where there isn't any.
- Basic understanding of SEO/SERP and how brand reputation influences organic search is a plus.

What Success Looks Like

- Improved brand rating and sentiment across review platforms and forums.
- VOC insights visibly influencing product, operations and marketing decisions.
- A structured CAPA rhythm that reduces issue recurrence, not just issue resolution.
- The Brand's online presence — reviews, forums, blog mentions, social conversations — reflects the quality and luxury of the brand it truly is.

📌 Online Reputation Manager (Jaipur)
🏢 HyreFox Consultants
📍 Jaipur