Executive - Social Media (ORM)

1 month ago


india ORGANIC by MSL Full time

Overview: We are seeking a proactive and detail-oriented Community Manager to join our team and oversee the Online Reputation Management (ORM) across various social media platforms for multiple brands. The ideal candidate will be responsible for monitoring, engaging, and maintaining a positive brand presence while managing queries, comments, and customer interactions. Additionally, the role involves crisis management, ensuring timely and appropriate responses to critical scenarios, and comprehensive reporting on community engagement efforts.


Key Responsibilities:

1. Daily Social Media Monitoring:

○ Monitor and track all social media handles (e.g., Facebook, Twitter, Instagram, LinkedIn) to stay on top of comments, queries, and leads.

○ Maintain a shared live sheet with updates for team visibility, ensuring transparency and smooth coordination.


2. Engagement & Response Management:

○ Draft and respond to queries, comments, and customer interactions on all platforms based on pre-agreed guidelines.

○ Engage with the online community by fostering conversations, answering questions, and offering support where necessary.

○ Collaborate with cross-functional client teams to address specific issues or concerns and escalate critical matters promptly.


3. ORM Monitoring via Brandwatch:

○ Use third-party tools (like Locobuzz/Sprinklr) to track mentions and discussions about the brand on various social platforms and forums.

○ Flag sensitive or potentially damaging mentions and notify appropriate team members in real time to address potential crises.

○ Manage weekend alerts to ensure any sensitive issues are handled swiftly and effectively whenever required


4. Crisis Management:

○ Proactively manage and mitigate potential brand reputation risks by identifying red flags early. ○ Coordinate with internal teams to craft appropriate responses and handle crises professionally.


5. Reporting & Insights:

○ Regularly track and analyse community engagement metrics.

○ Generate detailed reports on community management activities, highlighting engagement trends, recurring issues, sentiment analysis, and opportunities for improvement



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