Role Overview
We are looking for an experienced skilled with expertise in Online Reputation Management (ORM) and Go-to-Market (GTM) strategy. The ideal candidate will be responsible for managing brand perception across digital platforms, enhancing customer sentiment, and executing GTM initiatives that drive brand awareness, customer experience and engagement.

What you'll do:
1. Online Reputation Management (ORM)
• Monitor and manage brand reputation across social media, review platforms, and other digital channels.
• Develop strategies to improve customer sentiment, ratings, reviews, and overall brand perception.
• Track customer feedback, identify recurring concerns, and coordinate with internal teams to resolve them.
• Manage online reviews, customer complaints, and brand-related conversations with timely and appropriate responses.
• Analyse sentiment trends and prepare regular reports on brand health and customer perception.
• Identify potential reputation risks and implement proactive measures to protect the brand image.

2. Role: Lead – Go-to-Market (GTM)



Customer Experience, First Club
Leads a team that monitors, owns and resolves customer escalations raised through GTM and high-visibility channels, protecting First Club’s quality-first promise.
• Escalation ownership and resolution: Run end-to-end resolution of GTM escalations (founder, leadership, social, PR, community and high-value customer cases). Ensure 100% acknowledgement within 15 minutes, resolution within 4 hours for P1 and 24 hours for P2, and ≤5% reopen rate.
• Real-time monitoring and early warning: Set up live tracking of escalation inflow by category (delivery delay, quality/freshness, wrong or missing item, refund, rider behaviour) and by dark store or city. Flag spikes above 20% versus the 7-day baseline to Ops, Category and Supply within 30 minutes.
• RCA, corrective and preventive actions: Close the loop on every P1 escalation with a documented RCA within 48 hours. Drive CAPA with Ops

📌 ORM (Bengaluru)
🏢 FirstClub
📍 Bengaluru