Digital Reputation Specialist

3 weeks ago

Mumbai, Maharashtra, India dentsu Full time

About Us:

Dentsu International India is a renowned agency network in the country, and part of the 5th largest global advertising company. We help some of the biggest brands win, keep and grow their best customers and achieve meaningful progress for their businesses.

As a Digital Reputation Specialist at Dentsu India, you will be working with our talented team of optimists, entrepreneurs and first-movers to coalesce around the needs of our clients, unlocking unique possibilities for sustainable value and lasting change.

The Role:

We are seeking an experienced professional who can actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using related tools wherever possible.

You will be responsible for connecting, conversing and engaging with the target audience on digital platforms, attending response management, and promptly responding to negative comments, feedbacks and redressing complaints within client's specified turn-around time.

Your Key Responsibilities:

  • Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using 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 formaking 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

Your Skills and Qualifications:

  • 1-2 years of experience in digital reputation management
  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving skills
  • Ability to work in a fast-paced environment and meet deadlines
  • Familiarity with social listening tools and ability to utilise them for response management

Estimated Salary: ₹6,00,000 - ₹8,00,000 per annum (dependent on experience)

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