Location: Pune

Employment Type: Full-time

Department: Command Centre – Social Media Intelligence & ORM

Experience: 2–4 Years

Role Overview

We are looking for a Senior Social Listening / ORM Analyst who can independently manage social intelligence and online reputation management projects. The role involves analysing digital conversations, managing brand reputation, leading reporting, monitoring and responding to customer conversations, identifying potential crises, and translating data into meaningful business and communication insights.

The role will involve project ownership, ORM operations, report development, quality control, client coordination, crisis monitoring, and mentoring junior analysts.

Key Responsibilities

- Independently handle Social Listening and ORM projects for brands, campaigns, competitors, and industry categories.
- Monitor brand conversations across social media, news, blogs, forums, review platforms, and other digital channels.
- Analyse customer sentiment, emotions, perceptions, opinions, intent, and behavioural patterns.
- Interpret the Voice of the Customer (VoC) and identify key drivers behind positive and negative conversations.
- Identify and categorise complaints, queries, appreciation, feedback, opinions, and potential reputation risks.
- Manage response management workflows, ensuring customer conversations are acknowledged and responded to within defined SLAs/TATs.
- Ensure appropriate escalation, follow-up, and closure of customer complaints and critical conversations.
- Conduct manual monitoring to identify relevant conversations that may be missed by listening/ORM tools.
- Identify emerging themes, reputational risks, misinformation, conversation spikes, and potential crises.
- Support and manage real-time crisis monitoring and war-room operations,



including escalation of high-risk conversations.
- Conduct campaign analysis, competitor benchmarking, share-of-voice analysis, perception analysis, and category intelligence.
- Own the preparation of daily, weekly, monthly, campaign, audit, ORM, and crisis intelligence reports.
- Develop comprehensive reports with executive summaries, key insights, business implications, and actionable recommendations.
- Create client-ready presentations supported by relevant data, evidence, findings, and recommendations.
- Review reports and ORM trackers prepared by analysts to ensure accuracy, consistency, completeness, and quality.
- Guide junior analysts on sentiment validation, conversation categorisation, response management, escalation protocols, data interpretation, and insight writing.
- Identify gaps in data coverage, categorisation, sentiment accuracy, response management, and platform performance.
- Coordinate with client and internal teams for timely resolution of customer complaints and reputation-related issues.
- Collaborate with strategy, creative, client servicing, technology, and leadership teams on insights, reputation management, and crisis situations.

Required Skills

- 2–4 years of experience in Social Listening, Online Reputation Management (ORM), Digital Research, Consumer Insights, Social Media Intelligence, or Response Management.
- Strong understanding of ORM workflows,



response management, escalation matrices, SLA/TAT management, and complaint resolution.
- Ability to identify and differentiate between complaints, queries, feedback, opinions, appreciation, reputation risks, and potential crises.
- Strong understanding of sentiment, emotion, perception, consumer behaviour, and narrative analysis.
- Ability to connect digital conversations and data with business, brand, customer experience, and communication impact.
- Strong report writing, data storytelling, and presentation skills.
- Experience in preparing client-facing reports and presentations based on business requirements.
- Strong proficiency in Microsoft Excel and PowerPoint.
- Experience with listening/ORM tools such as Talkwalker, Meltwater, Brandwatch, Sprinklr, Konnect Insights, or similar platforms.
- Strong written communication skills and understanding of brand tonality and customer communication.
- Ability to mentor junior team members and manage multiple client deliverables simultaneously.
- Ability to work effectively in a fast-paced setting, especially during reputation issues and crisis situations.

Ideal Candidate

Someone who can manage both sides of the Command Centre — listening to what customers are saying and helping brands act on those conversations.

You should be able to go beyond reporting metrics to understand what is driving conversations, how they are shaping brand perception, which conversations require immediate action, and what the brand should do next.

We are looking for someone who can combine social intelligence, customer understanding, ORM execution, and crisis awareness to help brands listen, respond, protect, and strengthen their reputation.

📌 Social Listening Analyst (Pune)
🏢 Boomlet
📍 Pune