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.
· Robust 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.