Digital Reputation Manager

2 weeks ago

Mumbai, Maharashtra, India Dentsu Creative 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 of 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 the never before.

Part of dentsu International, dentsu India helps some of the biggest & most interesting brands who are our clients everyday 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.

Job Title: Associate Manager - Online Reputation Management (ORM)

About the Role

We are seeking a proactive and detail-oriented Senior Online Brand Ambassador to join our team. This role involves managing and enhancing the brand's reputation across social media and digital platforms. The ideal candidate will have strong communication skills, a solid understanding of social media trends, and expertise in ORM tools to effectively monitor, analyze, and respond to online conversations about the brand.

  • Monitor and analyze user comments, feedback, and complaints across social media and digital platforms, using tools and manual processes.
  • Engage with the target audience to manage responses, redress complaints, and maintain a positive brand image.
  • Promptly address negative feedback within the specified turnaround time.
  • Create brand awareness by addressing queries and enhancing brand perception.
  • Share user compliments and feedback on brand social media pages.
  • Utilize social listening tools to manage responses and gather insights.
  • Categorize data, prepare reports on brand performance, and provide actionable suggestions to improve user experience.
  • Analyze audience conversations and feedback to offer recommendations for brand improvement.
  • Benchmark the brand's online reputation against competitors.

Qualifications:

The ideal candidate should be a graduate or holder of a UGC-approved Diploma in Mass Media, Marketing Communication, Advertising, or equivalent. Additionally, certification in Digital Media, SEO, SEM, or E-commerce is a plus.

The selected candidate must have 2-4 years of experience in ORM with a brand or digital/social/advertising/media agency.

Technical Skills

The ideal candidate should possess:

  • Proficiency in English with excellent written and verbal communication skills.
  • Proficiency in MS Excel.
  • Strong knowledge of social media channels and ORM processes.
  • Familiarity with digital listening tools like Hootsuite Insights is preferred.

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

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