About the Role

We are looking for an experienced and strategic

Head of Online Reputation Management (ORM)

to lead and own the company's digital reputation across all online platforms. This role is responsible for monitoring, protecting, and enhancing the brand's image on search engines, social media, review platforms, and other digital touchpoints, while managing a team and collaborating cross-functionally with Marketing, PR, Legal, and Customer Service.

Key Responsibilities

- Develop and execute the organization's overall ORM strategy across search, social media, review sites, forums, and news platforms.

- Monitor brand mentions, sentiment, reviews, and conversations in real time using ORM/social listening tools; flag and respond to reputation risks proactively.

- Lead crisis management efforts for negative publicity, viral issues, or PR emergencies, coordinating rapid, on-brand responses.

- Manage and mentor the ORM team, including content writers, community managers, and analysts.

- Oversee responses to customer reviews and complaints across platforms (Google, social media, app stores, consumer forums, etc.) to maintain a positive brand voice.

- Work with SEO teams to manage search results and suppress/mitigate negative content ranking for brand-related searches.

- Partner with PR, Legal, and Corporate Communications teams on sensitive issues, litigation-related content, or regulatory matters affecting brand perception.

- Build and maintain relationships with review platforms, influencers, and digital publishers as needed.

- Track, analyze, and report ORM KPIs (sentiment score, share of voice, response time, resolution rate, etc.) to senior leadership.





- Develop escalation protocols and playbooks for handling different categories of reputation threats.

- Stay current on ORM tools, platform policy changes, and industry best practices.

Required Skills & Qualifications

- Bachelor's/Master's degree in Marketing, Communications, Journalism, Public Relations, or related field.

- 10–14+ years of experience in digital marketing, PR, or communications, with at least 7–8 years specifically in ORM or crisis communication.

- Proven experience managing reputation across Google, social media platforms, review sites (e.g., Glassdoor, Trustpilot, Google Reviews), and forums.

- Robust understanding of SEO principles as they relate to reputation and search result management.

- Hands-on experience with ORM/social listening tools (e.g., Brandwatch, Meltwater, Sprinklr, Hootsuite, Google Alerts).

- Excellent written and verbal communication skills; ability to craft sensitive, brand-appropriate messaging under pressure.

- Strong analytical skills with the ability to translate sentiment/data into actionable strategy.

- Experience leading and developing a team.

- Ability to work cross-functionally with Legal, PR, Customer Service, and Senior Leadership.

- Calm, level-headed decision-making during high-pressure crisis situations.

Preferred Qualifications

- Experience in BFSI, D2C, hospitality, healthcare].

- Familiarity with regulatory/compliance considerations related to public communication in the industry.

- Prior experience managing reputation during a major PR crisis or litigation.

Key Competencies

- Strategic thinking with a bias for fast, decisive action

- Crisis management and conflict resolution

- Stakeholder management

- Brand storytelling and tone consistency

- Data-driven decision making

📌 ORM Head (Gurugram)
🏢 altRX
📍 Gurugram