Chief Reputation Officer

2 days 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 brand is 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.

As part of Dentsu International, Dentsu India helps some of the biggest and most interesting brands 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, and Creative, Dentsu India is the second-largest Advertising agency network in India, while Dentsu International is the fifth largest in the world.

In good times and bad, we partner with brands to achieve meaningful progress as we are a force for good and 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.

Role Summary:

Job Title: Chief Reputation Officer

Location: Mumbai

Experience: 1-2 years

Estimated Salary: ₹800,000 - ₹1,200,000 per annum

Job Description:

We are seeking a highly skilled and experienced Chief Reputation Officer to join our team. As a Chief Reputation Officer, you will be responsible for actively monitoring and reviewing user comments, suggestions, feedback, and complaints across social handles and platforms manually and using related tools wherever possible.

You will connect, converse, and engage with the target audience on digital platforms and across various channels on behalf of the brand, attending response management. You will promptly respond to negative comments, feedbacks, redressing complaints within the client's specified turn-around time, making the user journey with the brand worthwhile.

You will create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online. You will acknowledge compliments and showcase them on brand social media pages.

You will effectively identify and utilize social listening tools for response management, sharing brand comments on a real-time basis with the respective brand associates/managers. You will categorize data, prepare, and share reports depicting an overview of the brand's performance, feedback reports consisting of existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully.

You will 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.

You will recommend suggestions for improvements by preparing presentation reports over conversations analyzed through tools comprising the below:

  • What are people talking the most about the brand? Sentiment summary?
  • Which social platform or blog or 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?

You will maintain and circulate daily, weekly, and monthly ORM reports to internal departments for their information and further action. You will assist in new benchmarks within social care.

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