ORM Executive

6 days ago


New Delhi, India The Starter Labs Full time

- Understand business needs and business objectives
- Monitor online content related to the brand and its products on Social Media & Web platforms (Facebook, Instagram, Twitter, YouTube, Blogs, Forums, Review Sites, Websites, etc.)
- Listening & analysing related conversations around the brand/topics tracked via ORM & Listening tools
- Identification & Response to actionable queries using Social CRM tools
- Escalations to relevant Brand/CS teams for suitable response/action
- Classification of conversation data handled, for post analysis
- Monitoring online product reviews and endorsements
- Provide alerts about online social media channels for brands and competitors
- Monitor online coverage of issues involving the brand with a crisis potential
- Helping manage crisis communications arising from brand or company activities
- Assist in building online groups, forums, communities, and social networks
- Analyse & understand online data that is relevant to brands based on sentiments, product experience, product categories, customer/user relations, & marketing activities
- Prepare & assist with daily, weekly, and monthly reports using relevant analytics platforms, tools, and datasheets
- Maintaining response TAT as per service level agreements
- Ensuring adherence to standard operating procedures
- Staying up to date with current technologies and trends in social media, tools, and related platforms
- Keeping abreast of industry news, trends, knowledge to better interpret data and improve performance
- Suggesting ways to improve the brand presence & reputation in the market


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