Sr. ORM Executive

1 week ago

Mumbai, Maharashtra, India Dentsu Creative Full time
ONLINE REPUTATION MANAGEMENT ( ORM) Sr. EXECUTIVE

KEY OBJECTIVE OF THE ROLE
An ORM Manager is responsible to monitor, connect, converse, engage and enhance brand's online reputation.

Be a representative of Dentsu, 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

QUALIFICATION
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
 1-3 years of work experience with a brand, digital/social/advertising/creative/media agency

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