Qualification: Any Graduate
Experience: 3–5 years, with at least 2 years of experience in Response Management / ORM for consumer-centric brands
Role Overview
We are looking for an experienced Response Management Executive to lead the Online Reputation Management (ORM) team and oversee day-to-day user interactions across social media platforms.
Key Responsibilities
Lead and manage the ORM/Response Management team.
Oversee day-to-day management and resolution of user queries, complaints, and feedback on social media.
Ensure timely, accurate, and appropriate responses to user conversations.
Monitor user sentiment and identify recurring issues or emerging concerns.
Prepare and maintain MIS reports on response management activities and performance.
Analyse user conversations and derive actionable insights from social media interactions.
Coordinate with relevant internal teams for timely resolution of user concerns.
Track response metrics, trends, and overall ORM performance.
Required Skills
Robust written and verbal communication skills.
Excellent understanding of social media platforms and user engagement.
Experience in ORM, response management, and consumer communication.
Solid analytical and reporting skills.
Ability to manage a team and handle high-volume user interactions.
Positive proficiency in MS Excel and MIS reporting.