Orm Executive

23 hours ago

Mumbai, Maharashtra, India Dentsu Aegis Network Full time ₹ 3,00,000 - ₹ 9,00,000 per year

JUNIOR ONLINE REPUTATION MANAGEMENT (JR. ORM)

EXECUTIVE KEY

OBJECTIVE OF THE ROLE

A Jr. ORM Executive is responsible to monitor, connect, converse, engage and enhance brands online reputation.

Be a representative of Dentsu, aids its clients by acting as a central point of contact for leveraging brands online reputation; to support various objectives for reputation, branding and audience engagement. KEY RESPONSIBILITIES


• 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 brands 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 QUALIFICATIONS REQUISITE
• Graduate or holder of UGC approved Diploma in Mass Media / Marketing Communication / Advertising or equivalent
• Certification in Digital Media / SEO / SEM / Ecommerce will be added honours
• 0-2 years of work experience with a brand, digital/social/advertising/creative/media agency

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