Online Reputation Management Excutive

12 hours ago

Mumbai, Maharashtra, India 887b9cfe-e2cf-4741-b687-4f2b089b8527 Full time ₹ 2,50,000 - ₹ 3,50,000 per year

The Role: Online Reputation Management (ORM) Executive

We are looking for a sharp, empathetic, detail-obsessed ORM Executive who understands that every customer voice matters. You'll be the frontline guardian of SuperBottoms' online presence—listening, responding, resolving, and transforming feedback into advocacy. If you thrive at the intersection of communication, analysis, and customer delight, this role is built for you.

What You Will Do

Monitor, Listen & Understand

  • Track daily reviews, ratings, and brand mentions across Amazon, Flipkart, marketplaces, and relevant digital platforms.

  • Analyse sentiment trends, emerging issues, and consumer perception to highlight risks and opportunities.

Respond with Empathy & Precision

  • Reply promptly and professionally to customer reviews—positive, negative, or neutral—across all platforms.

  • Address concerns with a solution-oriented mindset, coordinating with internal teams for swift resolutions.

  • Engage with users across social and online channels to nurture trust and build meaningful conversations.

Drive Reputation Excellence

  • Develop and execute strategies to improve star ratings, review quality, and brand perception on e-commerce platforms.

  • Encourage and amplify positive customer experiences by driving structured feedback and review initiatives.

Craft Thoughtful Communication

  • Create clear, consistent, brand-aligned responses and messaging for reviews, feedback, and queries.

  • Partner with content and social teams to ensure cohesive communication across touchpoints.

Manage Crises Proactively

  • Identify potential red flags early and own the response strategy.

  • Act quickly to minimise misinformation, negative buzz, or misaligned narratives.

Learn from Competition

  • Track competitor reviews, ratings, and tactics.

  • Bring insights and best practices to help SuperBottoms stay ahead on reputation benchmarks.

Work Model

Hybrid: Two days a week at our Mumbai co-working office + remote flexibility for the rest.

Qualifications

  • Bachelor's degree in Marketing, Communications, PR, or related fields.

  • Strong understanding of online reviews, consumer sentiment, and marketplace dynamics.

  • 1–3 years of experience in ORM, customer experience, or social media management is preferred.

  • Excellent written communication and problem-solving skills.

  • Ability to stay calm, objective, and empathetic—even during high-pressure customer escalations.

What You'll Get

  • A chance to shape and protect the voice of one of India's most trusted parenting brands.

  • Exposure to real consumer insights that directly influence product and brand improvements.

  • A culture that values transparency, empathy, experimentation, and people-first thinking.

  • The opportunity to grow into a strategic ORM and CX role as the brand scales.

Job Type: Full-time

Pay: ₹25, ₹35,000.00 per month

Benefits:

  • Health insurance
  • Paid sick time
  • Provident Fund
  • Work from home

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