- Online Monitoring &
- Sentiment Management: Regularly monitor social media channels, review sites, and digital platforms (Facebook, Twitter/X, Instagram, LinkedIn, Google Reviews, and forums) for brand mentions, customer complaints, and feedback. Proactively manage brand sentiment and track key reputation metrics. Query Handling &
- Escalation Ownership: Respond promptly and professionally to consumer queries and complaints, ensuring responses align with brand voice, tone, and guidelines. Actively manage and own escalations on social media platforms, coordinating directly with the internal escalations team for timely resolution. Crisis Management &
- Resolution: Quickly identify and address online reputation risks or crises. Execute effective mitigation strategies in collaboration with relevant teams to prevent escalation and maintain brand integrity. Reporting &
- Competitor Analysis: Conduct regular sentiment and competitor analysis. Prepare and share structured weekly and monthly reports summarizing ORM activities, key metrics, customer feedback trends, and actionable insights for service improvement.

Pay: ₹300,128.25 - ₹600,000.00 per year

Perks

- Health insurance

- Provident Fund

Work Location: In person

📌 Associate - ORM (Mumbai)
🏢 Make My Holidayz
📍 Mumbai