Online Reputation Management

Job Description

Key Responsibilities

Reputation Monitoring & Analysis

Continuously monitor brand mentions, conversations, and sentiment across digital channels, including social media, forums, blogs, news sites, and review platforms.

Use social listening and ORM tools (e.g., Brandwatch, Sprinklr, Meltwater, Talkwalker, Hootsuite, Mention) to track, analyze, and report on online brand perception.

Identify emerging issues, risks, or crises and recommend proactive responses.

- Strategy & Execution

Develop and implement online reputation strategies that strengthen brand trust and credibility.

Create escalation matrices and guidelines for crisis management and negative sentiment handling.

Collaborate with PR, social media, customer support, and marketing teams to ensure consistent messaging.

Lead initiatives for proactive reputation building—including influencer engagement, positive content promotion, and review management campaigns.

- AI & Innovation

Leverage AI-powered social listening, text analysis, and sentiment tracking tools to gain deeper consumer insights.

Explore AI-driven solutions for predictive reputation risk management and automated reporting.

Train teams on integrating AI tools into monitoring and reporting workflows.

- Reporting & Insights

Prepare regular dashboards, presentations, and reports highlighting brand sentiment, competitor benchmarks, and emerging reputation risks.

Present actionable insights and recommendations to senior leadership, with strong storytelling and data visualization.

Cross-Functional Collaboration

Partner with PR, communications, and digital marketing teams to align ORM with brand and campaign objectives.

Work with product and customer service teams to share feedback loops from customer sentiment data.

Requirements

Education: Bachelor’s/Master’s degree in Marketing, Communications, Digital Media, or related field.

Experience: 5–8 years of proven experience in ORM, social listening, or digital reputation management.

Tools Expertise: Hands-on experience with social listening & monitoring tools (e.g., Brandwatch, Sprinklr, Meltwater, Talkwalker, NetBase, Mention, Locobuzz and Google Alerts).

Communication Skills: Exceptional verbal and written communication, with strong presentation and stakeholder management skills.

AI Knowledge: Familiarity with AI-powered monitoring, analytics, and generative AI tools for insights, reporting, and predictive modeling.

Crisis Management: Demonstrated ability to handle online crises and develop quick, effective responses.

Analytical Skills: Strong ability to translate data into insights and actionable strategies.

Soft Skills: Detail-oriented, proactive, adaptable, and able to manage multiple projects in fast-paced environments.

Preferred Skills (Good to Have)

Experience in brand communications, PR, or digital marketing.

Knowledge of SEO and content management for reputation improvement.

Experience working in global/multi-market environments.

Understanding of emerging digital trends, consumer behavior, and AI in marketing.

Requirements
Education: Bachelor’s/Master’s degree in Marketing, Communications, Digital Media, or related field. Experience: 5–8 years of proven experience in ORM, social listening, or digital reputation management. Tools Expertise: Hands-on experience with social listening & monitoring tools (e.g., Brandwatch, Sprinklr, Meltwater, Talkwalker, NetBase, Mention, Locobuzz and Google Alerts). Communication Skills: Exceptional verbal and written communication, with strong presentation and stakeholder management skills. AI Knowledge: Familiarity with AI-powered monitoring, analytics, and generative AI tools for insights, reporting, and predictive modeling. Crisis Management: Demonstrated ability to handle online crises and develop quick, effective responses. Analytical Skills: Strong ability to translate data into insights and actionable strategies. Soft Skills: Detail-oriented, proactive, adaptable, and able to manage multiple projects in fast-paced environments. Preferred Skills (Good to Have) Experience in brand communications, PR, or digital marketing. Knowledge of SEO and content management for reputation improvement. Experience working in global/multi-market environments. Understanding of emerging digital trends, consumer behavior, and AI in marketing.

---