About the Role:
We are looking for an experienced ORM Executive to manage the online reputation of a leading brand in the cement and building materials industry. The ideal candidate should have hands-on ORM experience and be confident in independently managing a brand, handling consumer conversations, monitoring platforms and taking ownership of day-to-day ORM activities.

Work Mode:
• Tuesday to Friday: Office
• Saturday: Work From Home
• Shift: Fixed, non-rotational shift
• Joining: Immediate joiners preferred

Key Responsibilities:
• Independently manage day-to-day ORM activities for the assigned brand.
• Monitor brand mentions, consumer queries, complaints and conversations across social media and review platforms.
• Respond to consumer queries and complaints within defined TATs.
• Draft clear, empathetic and brand-aligned responses.
• Identify potential reputation risks, negative conversations and emerging issues.
• Handle escalations and coordinate with relevant teams for resolution.
• Monitor platforms including Instagram, Facebook, X,



Google Reviews and other relevant channels.
• Maintain ORM trackers and prepare regular reports covering mentions, sentiment, complaints and resolutions.
• Identify recurring consumer issues and highlight key insights to the team/client.
• Ensure consistent brand tone and communication across all consumer touchpoints.

Key Requirements:
• Minimum 2 years of hands-on experience in ORM.
• Prior experience of independently managing a brand/account is preffered.
• Comfortable taking ownership of ORM activities with minimal supervision.
• Strong written communication and response-drafting skills.
• Experience handling consumer complaints, escalations and reputation-sensitive conversations.
• Valuable understanding of social media platforms and online consumer behaviour.
• Ability to work within defined TATs and manage multiple conversations simultaneously.
• Experience with ORM/social listening tools is an added advantage.
• Comfortable

📌 ORM Executive (Mumbai)
🏢 BigTrunk
📍 Mumbai