Orm Executive

1 week ago

Andheri East Mumbai Maharashtra, India CREDILIO FINANCIAL TECHNOLOGIES PVT LTD Full time

**Job Title**:Social ORM Executive

**Job Summary**

Credilio is looking for a sharp, resourceful, and digitally native Social ORM Executive to own our brand reputation across public platforms. This role goes beyond just listening and responding - we want someone who can shape narratives, nudge conversations, and plant the right signals across all online touchpoints. From app reviews to Reddit threads, you’ll be our front line and first impression. This is a high-impact opportunity to build our ORM function from the ground up. You won’t just be managing a process - you’ll be defining it.

**Principal Duties/Responsibilities**

▪ Reactive ORM

▪ Monitor, track, and respond to user comments and reviews across:
▪ Play Store and App Store

▪ Social media platforms (YouTube, Instagram, X, Facebook, LinkedIn, etc.)

▪ Google Reviews

▪ Public forums like Reddit, Quora, MouthShut, etc.

▪ Respond promptly with helpful, brand-aligned replies that resolve concerns and reflect empathy.

▪ Escalate critical feedback or potential crises internally with urgency and context.

▪ Maintain response SLAs and sentiment quality benchmarks.

▪ Proactive ORM

▪ Actively seed relevant user conversations or FAQs on forums, reviews, and discussion threads -either via direct user coordination, internal stakeholders, or partner/influencer content.

▪ Collaborate with the marketing team to initiate and populate positive reviews or experiential posts on key platforms.

▪ Propose and help execute influencer-driven content that can contribute to reputation building.

▪ Identify and fill narrative gaps (e.g. missing product clarity, misconceptions, user hesitations) through targeted engagement across channels.

▪ Build reusable content banks for proactive replies, templated engagement, and insight-led Storytelling

▪ Cross-Functional Coordination

▪ Liaise with: Customer Support teams to understand and address common user complaints.

▪ Product/tech team for resolution on app bugs or feature issues flagged in reviews.

▪ Marketing team to maintain consistent tonality across ORM responses.

▪ Compliance/Legal teams to manage sensitive cases or regulatory language needs.

**Required Skills and Knowledge**

▪ 1-2 years of experience in ORM, digital engagement, or social media response roles.

▪ Excellent written communication with a flair for contextual and human replies.

▪ Familiar with ORM and social monitoring tools.

▪ Comfortable engaging across high-traffic forums like Reddit and Quora, not just social media.

▪ Bonus: Prior experience in fintech, financial services, or app-based consumer brands

**Required Experience /Qualifications**

▪ Graduate/Post graduate with 1 to 3 years of relevant work-ex.

▪ Prior experience of working with Fintech Platforms will be helpful.

**What You’ll Get**

▪ A front-row seat in shaping how users perceive and experience one of India’s fastest-growing Fintech platform.

▪ A dynamic environment where marketing meets product and user voice is core to strategy.

▪ Opportunity to work closely with cross-functional teams, including brand, product, and tech.

Work Location: In person

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