Experience

Minimum 2 Years

Work Mode

Hybrid

Working Days

Tuesday to Saturday

Saturday

Work From Home

Shift

Fixed Shift

Joining

Immediate

Location

Mumbai

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.

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.

· Solid 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.

Work Structure

· Tuesday to Friday: Office

· Saturday: Work From Home

· Shift: Fixed, non-rotational shift

· Joining: Immediate joiners preferred

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 ORM Executive (Mumbai)
🏢 BigTrunk Communications
📍 Mumbai