Digital Reputation Manager

3 weeks ago

Mumbai, Maharashtra, India dentsu Full time

About Dentsu International India:

Awarded the Oscars of the advertising world, The Cannes Global Agency of the Year 2022 (a first for India) Dentsu international comprises six leadership brands - Carat, dentsu X, iProspect, Isobar, dentsuMB and Merkle, each supported by its specialist divisions and scaled services. With best-in-class services and solutions in Media, Customer Experience Management (CXM), and Creative, dentsu international operates in over 145 markets worldwide with more than 66,000 dedicated talented employees working together to reach new heights.

Part of dentsu International, dentsu India helps some of the biggest & most interesting brands who are our clients every day to win, keep and grow their best customers and achieve meaningful progress for their businesses. With best-in-class services and solutions in Media, CXM (Customer Experience Management) and Creative, Dentsu India is the 2nd biggest Advertising agency network in India while the dentsu international is the 5th largest in the world.

In good times and bad, we partner with brands to achieve meaningful progress as we are a force for good & for meaningful growth. Our teams of optimists, entrepreneurs and first-movers coalesce around the needs of our clients, unlocking unique possibilities for sustainable value and lasting change.

We invite you to join us in shaping the future of digital reputation management.

Role Summary:

We are seeking a skilled Digital Reputation Manager - ORM to join our team in Mumbai. This role requires 1 to 2 years of experience in social media engagement, response management, and brand awareness.

Job Description:

  • 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 brand's 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

Benefits:

We offer a competitive salary range of ₹800,000 - ₹1,200,000 per annum, commensurate with experience and qualifications. Additionally, we provide opportunities for professional growth and development, a dynamic work environment, and a comprehensive benefits package.

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