Online Reputation Manager

4 weeks ago

Delhi, India The Marcom Avenue Full time
Key Responsibilities:

You will be responsible to monitor, connecting, converse, engage and enhance brand s online reputation . Be a representative of the client(s), aid 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.Actively monitor and review user comments, suggestions, feedback and complaints across social handles and online platforms using the related tools wherever possibleConnect, converse and engage with the target audience on digital platforms across, on behalf of the brand thereby attending response managementPromptly respond to negative comments, feedbacks, redress complaints within the client's specified turn-around time thus making the user journey with the brand worthwhileCreate brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people onlineSharing the brand comments on real-time basis with the respective brand associates/managersCategorise 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 successfullyAssist 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 analyzed 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 metricsMaintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action.

Requirements:Professional-level proficiency in English, excellent written oral communication, MS-Excel skills·

Good knowledge of Social Media Channels, Digital Media and Online Reputation management is a must·

Basic knowledge of social media/digital listening tools like Hootsuite Insights, etc.·

Must be an informed and active follower of social and digital space trends and activity and possess a keen eye for detail.

Graduate or holder of UGC-approved Diploma in Mass Media / Marketing Communication / Advertising or equivalentExperience in relevant field -3 years

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