JUNIOR ONLINE REPUTATION MANAGEMENT (JR. ORM) EXECUTIVE

KEY OBJECTIVE OF THE ROLE

- A Jr. ORM Executive is responsible to monitor, connect, converse, engage and enhance brand’s online reputation.
Be a representative of WATConsult, aids its clients by acting as a central point of contact for leveraging brand’s online
reputation; to support various objectives for reputation, branding and audience engagement.

KEY RESPONSIBILITIES

- – Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms
manually and using the related tools wherever possible
- – Connect, converse and engage with the target audience on digital platforms & across, on behalf of the brand thereby
attending response management
- – Promptly respond to negative comments, feedbacks, redressing complaints within client’s specified turn-around time
thus making the user journey with the brand worthwhile
- – Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by
changing the perception of people online
- – Acknowledging compliments & showcasing the same on brand social media pages
- – Effectively identifying and utilising social listening tools for response management
- – Sharing the brand comments on real-time basis with the respective brand associates/managers
- – Categorise data, prepare and share reports depicting an overview of the brands performance, feedback reports
consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those
pinpoints successfully
- – Assist the brand to effectively position itself, eliminate weak-links, leverage strength-points and tap the target audience
by collecting, collating and sharing insights through analysis of incoming audience’s comments, conversations,
complaints and feedbacks about the brand




- – Recommending suggestions for improvements by preparing presentation reports over conversations analysed through
tool comprising the below;
- - What are people talking the most about the brand- sentiment summary?

- Which social platform or a blog or a review site has received the maximum buzz in terms of people talking?

- Any specific enhancement people want from the brand?

- Any particular aspect of existing customers dislike about the brand?

- Which particular state or region from where conversations are highest or lowest?

- Giving a way forward strategy and providing a new direction to the brand for making the consumer experience
better?

- Benchmarking our brand against competition on the same metrics?

- – Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and
further action
- – Assist in new benchmarks within social care

QUALIFICATIONS REQUISITE

- – Graduate or holder of UGC approved Diploma in Mass Media / Marketing Communication / Advertising or equivalent
- – Certification in Digital Media / SEO / SEM / Ecommerce will be added honours
- – 0-2 years of work experience with a brand, digital/social/advertising/creative/media agency

TECHNICAL SKILLS REQUISITE

- – Professional-level proficiency in English, excellent written & oral communication, MS-Excel skills
- – Valuable knowledge of Social Media Channels, Digital Media and Online Reputation management is a must
- – Basic knowledge of social media/digital listening tools like Hootsuite Insights, etc.
- – Must be informed and active follower of social and digital space trends and activity and possess a keen eye for detail

BEHAVIOURAL SKILLS REQUISITE

- – Enthusiastic and eager to learn and explore various facets of the job, new-age digital advertising
- – Must be able to perform and be cooperative under pressure situations and tight deadlines
- – Must be adept to working in a dynamic team structure

📌 Jr. ORM Executive (Mumbai)
🏢 WAT consultants
📍 Mumbai