About the role
Company Brief:
HAWK (a Gozoop Group Company) is a new-age customer experience agency focused on ORM,
Listening, and Customer Support. We execute Omni channel ORM strategies and crisis management,
analyse social media feedback, and guide brands through complex customer support challenges. With
a disruptive approach towards customer support, HAWK unites the smartest minds with advanced
processes and tools to invoke genuine emotions and provide a stellar customer experience. We cater
to brands like OPPO Mobiles, Sony TV, Amazon MX Player, Club Mahindra, Acko Insurance and Harley
Davidson to name a few.
Built on strong foundation of values and culture, Gozoop has consistently ranked among the Top 50
India’s Great Mid-Size Workplaces in 2017, 2018 and 2019. Gozoop was also the only Marketing
Agency to have featured on The Great Places Work India 2015 in association with The Economic
Times & ranked No. 1 in the professional services category.
Job Location: Lower Parel
About the role:
We are looking for a self-motivated and result-oriented creative professional to join us as a Executive -
Brand Reputation Management
Responsibilities: (Including, not restricted to)
• Responsible for reviewing customer feedback across all relevant social media platforms and
websites for multiple locations and entities including management of posted reviews/complaints
and ensuring all reviews are responded to in a timely manner.
• Build and maintain a strategy for monitoring and managing feedback on all social media
channels, online directory, review sites, and search engine business sites.
• Build and maintain a strategy for encouraging reviews at appropriate touch points utilizing
approved communications, to enabled devices, and community engagement.
• Monitor and respond to social reviews and engagement.
• Maintain listings on search engines, online directories, and ratings/review sites.
• Facilitate online company and physician reviews and endorsements.
• Coordinate internal and external provider and quality ratings for public dissemination in an
easily consumed and understood manner.
• Track, analyze, and report online reputation results.
• Identify and provide insight for trends, questions, opportunities, and escalate issues to
appropriate teams.
• Identify opportunities to optimize online reputation management on various review sites
• Manage and solicit reviews.
• Prepare clear, concise and professionally written public responses to customer feedback left on
social media and review websites.
• Monitoring and adjusting to industry trends, changes within the social media landscape,
reviewing and reporting on effectiveness of social media tactics and campaigns with social
listening tools.
• Generate and meet timelines for agreed reports
Ideal Candidate Profile:
• At least 1 year of ORM experience
• Graduation is a must
• Excellent communication skills
• Strong passion for social media
• Familiarity with various social media platforms and their features
• Self-motivated and eager to learn about social media trends and technologies
Shifts: Rotational Shifts – including night shifts (5 days working)
Week Off: Rotational (any 2 days in the week, could be split or consecutive)
Note: It’s a Work from Office Opportunity
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