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 explicit, 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.
- Good 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 working independently during the Saturday WFH shift.

📌 ORM Executive (Mumbai)
🏢 BigTrunk
📍 Mumbai