neuherbs
Website:
neuherbs.com
Job details:
Job Title: Online Reputation Management (ORM) Executive
Location: Noida
Experience: 1–3 Years
Job Summary
We are looking for a proactive and detail-oriented ORM Executive to manage our brand’s digital footprint. Your primary goal will be to monitor online conversations, engage with customers, and ensure that our brand maintains a positive and professional image across all social media channels, review sites, and forums.
Key Responsibilities
- Active Monitoring: Use social listening tools to track brand mentions, keywords, and industry trends across Google, Social Media (FB/IG/Twitter), Reddit, Quora, and review platforms (Glassdoor/Trustpilot).
- Customer Engagement: Respond to customer queries, reviews, and complaints in a timely, professional, and empathetic manner.
- Sentiment Analysis: Categorize mentions as positive, neutral, or negative and report daily/weekly sentiment shifts to the management team.
- Crisis Escalation: Identify potential PR threats or viral negative content and escalate them to the senior management or PR team immediately.
- Incentivizing Positivity: Run campaigns to encourage satisfied customers to leave positive reviews and share their experiences online.
- Coordination: Work closely with the Customer Support and Social Media teams to ensure technical issues or service complaints are resolved at the source.
Required Skills & Qualifications
- Communication: Exceptional written English and storytelling skills.
- Analytical Mindset: Ability to spot patterns in feedback and suggest improvements to the product or service.
- Empathy: A deep understanding of customer psychology and a "problem-solver" attitude.
- Education: Bachelor’s degree in Marketing, Communications, Journalism, or a related field.
Click on Apply to know more.