IN Online Reputation Manager

3 days ago

India Fintech Farm Full time ₹ 12,00,000 - ₹ 36,00,000 per year


About Roarbank
Roarbank is a digital banking platform launched by Unity SFB in cooperation with Fintech Farm, a global neobanking technology provider, in early 2025. Our mission is to become a leading consumer digital bank in India by delivering an outstanding user experience and robust banking solutions.

Role Overview 
As our Online Reputation Manager, you will own and execute the strategy for monitoring, analysing, and addressing customer feedback across Roarbank public digital platforms - including App Store, Google Play, Facebook, Instagram, X (formerly Twitter), YouTube, Reddit, and other social spaces where users talk about their banking experience.

You will play a key role in ensuring our brand voice remains responsive, empathetic, and trustworthy while continuously improving our public image through timely engagement, escalation management, and data-driven insights.

Key Responsibilities 
  • Monitor and respond to customer reviews, complaints, and inquiries on public platforms including; App Store & Google Play reviews, Facebook, Instagram, X (Twitter), YouTube, Reddit, Trustpilot, and others
  • Coordinate with Customer Support, Product, Legal, and Marketing teams to ensure fast and appropriate responses to sensitive or high-impact issues
  • Track emerging online sentiment trends, detect potential PR risks early, and escalate as needed
  • Generate weekly and monthly reputation performance reports; sentiment trends, top issues, response SLAs, and resolution success rate
  • Develop and maintain tone-of-voice guidelines tailored to different platforms and channels
  • Proactively build positive reputation through community interactions, influencer responses, and highlighting positive stories
  • Work with Mobile Product and Marketing teams to improve app review scores and ratings in stores 
Requirements 
  • 2-5 years of experience in online reputation management, social media customer care, or digital brand protection in banking or fintech
  • Strong knowledge of social media, app store ecosystems, and user-generated content moderation
  • Proven track record of managing public customer interactions in a regulated environment
  • Excellent written English and Hindi, with the ability to adapt tone across channels (friendly, professional, empathetic, assertive)
  • Ability to multitask and prioritise across fast-moving customer situations
  • Hands-on experience with tools like AppFollow, Brandwatch, Sprout Social, or equivalent 
  • Familiarity with escalation workflows and cross-functional coordination in high-growth environments
Nice to Have 
  • Experience working with emerging markets or multi-language user bases
  • Crisis communication or PR background
  • UX/product feedback loop management from customer insights
  • Previous startup experience

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