Position: Social Media & ORM Manager

Department: Digital Marketing / Social Media

Location: Chennai (In office)

Experience: 4+ years

Employment Type: Full time

Role Overview

Manage the client's social media presence and online reputation across all official digital platforms, including strategy, content planning, customer engagement, social listening, crisis communication and reporting. The role also involves leading the existing social media and ORM teams.

Key Responsibilities
Lead and manage the social media, content and ORM teams, ensuring smooth day-to-day execution, adherence to SLAs and timely delivery.
Guide team members on content quality, customer responses and escalation procedures.
Manage official social media accounts (Facebook, Instagram, X, LinkedIn, YouTube, Threads) and prepare the content calendar and campaign plans.
Monitor mentions, comments and customer queries, and ensure responses within defined SLAs (including the 5-minute First Level Response requirement).
Maintain FAQs, FLR templates and Standard Response Templates, and escalate urgent or sensitive issues promptly.
Handle crisis communication and reputation risks in coordination with internal stakeholders.
Monitor for phishing, impersonation and fake profiles, and coordinate their removal.




Ensure compliance with brand, IT, Information Security and regulatory guidelines.
Prepare regular reports on reach, engagement, SLA adherence, sentiment and escalations, with insights and recommendations.
Coordinate with the client's teams and agency teams for content, approvals and issue resolution.

Required Qualifications and Experience:
Graduate degree in Marketing, Communications, Journalism, Digital Marketing, Business Administration or a related field.
Minimum 4 years of experience in social media management, digital marketing, ORM or brand management.
Proven team handling experience, with the ability to lead and guide social media and ORM teams.
Hands-on experience in ORM, customer response management and crisis communication.
Valuable understanding of social media security risks such as phishing and impersonation.
Experience with social media management and listening tools, and strong analytics and reporting skills.
Excellent written and verbal communication skills.

Preferred:
Experience in Banking, BFSI, FinTech, PSU or another regulated industry.
Experience handling high-volume customer interactions.
Multilingual communication skills.

📌 Social Media Manager And Online Reputation Management Chennai
🏢 Ventures Communications
📍 Chennai