ORM Lead

6 days ago

Gurgaon, Haryana, India Tecnovisions Full time ₹ 15,00,000 - ₹ 25,00,000 per year

We are seeking a strategic and experienced Senior Online Reputation Manager (ORM) to lead

our efforts in monitoring, managing, and enhancing the companys online presence. This role

requires an individual with a strong understanding of digital platforms, crisis management,

and customer engagement to ensure a positive brand reputation across all online channels.

Key Responsibilities:

ORM Strategy Development:

Craft and execute quarterly and annual ORM strategies aligned with the

organizations goals.

Monitor industry trends and competitor activities to inform strategic planning.

Crisis Protocol and Management:

Establish and maintain crisis protocols to address negative publicity or brand

challenges.

Proactively identify potential crises through advanced flagging mechanisms.

Lead crisis management efforts, including drafting responses, liaising with

internal and external stakeholders, and ensuring timely resolution.

Training and Workshops:

Develop and deliver training programs on customer profiling and response

quality for team members.

Organize monthly workshops to share learnings, industry trends, and case

studies from competitors.

Effective management of the ORM team, fostering talent retention, and

motivating team members.

Monitoring and Reporting:

Continuously monitor online mentions, reviews, and social media

conversations related to the brand.

Analyze data to identify trends, risks, and opportunities for improvement.

Prepare detailed reports on ORM performance, including crisis response

efficacy and strategy outcomes.

Customer Profiling and Response Quality:

Create detailed customer profiles to tailor ORM strategies and communication.

Ensure all responses adhere to the highest quality standards, maintaining

brand tone and voice.

Team Collaboration:

Work closely with marketing, communications, and customer service teams to

align ORM efforts.

Provide guidance to team members and foster a collaborative environment.

Qualifications and Skills:

Proven experience (8+ years) in Online Reputation Management, Digital Marketing, or

related roles.

Strong analytical skills with experience in sentiment analysis and performance

tracking.

Certifications in crisis management or digital marketing.

Familiarity with tools like Brandwatch, Hootsuite, or Google Alerts.

Excellent written and verbal communication skills.

Ability to handle sensitive situations with professionalism and discretion.

Strategic thinker with strong problem-solving skills and a proactive mindset.

Demonstrated ability to manage cross-functional teams and influence stakeholders.

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