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🚀 Company Overview:
GrowthJockey is a leading venture architect specializing in building technology-led digital startups for large enterprises. With deep expertise in AI, machine learning, and digital transformation, we help businesses craft impactful digital strategies that drive measurable growth.
Our proprietary AI-powered AdTech platform, intellsys.ai, leverages 100+ AI models to bring precision, scalability, and efficiency to marketing. Having successfully launched 25+ ventures for Fortune 500 companies, we continue to redefine the future of digital growth through AI-first innovation.
🎯 Role Overview
We are looking for alert and detail-oriented ORM Executives to protect and strengthen brand reputation across digital platforms. This is a hands-on execution role responsible for monitoring brand mentions, responding to customer conversations, managing review ecosystems, and escalating issues before they scale.
The ideal candidate is quick on written communication, calm under pressure, and understands that a well-handled complaint is often better publicity than no complaint at all. You will work closely with social media, customer support, PR, and client teams to keep brand sentiment healthy and measurable.
💡 Key Responsibilities
Monitoring & Listening
Track brand mentions daily across social platforms, review sites, forums, news, blogs, and app stores.
Set up and maintain keyword alerts and listening dashboards.
Flag negative sentiment spikes, trending complaints, and potential crisis triggers in real time.
Monitor competitor conversations and category chatter for context.
Response Management
Draft and publish timely, on-brand responses to comments, reviews, and queries.
Maintain and update the response playbook and approved reply templates.
Personalize replies where needed instead of relying on copy-paste responses.
Route product, billing, and service issues to the right internal owners and follow through to closure.
Review & Rating Management
Manage review ecosystems across Google, Glassdoor, Trustpilot, Play Store, App Store, and marketplace listings.
Drive review generation campaigns to improve rating volume and quality.
Report and pursue removal of fake, abusive, or policy-violating reviews.
Track rating movement and review velocity month on month.
Escalation & Crisis Support
Follow defined escalation matrices for sensitive, legal, or high-visibility issues.
Prepare incident summaries with timelines, screenshots, and sentiment context.
Support senior stakeholders during crisis situations with live tracking and holding statements.
Reporting & Analytics
Maintain daily and weekly ORM trackers — volume, sentiment split, response time, resolution rate.
Build monthly sentiment reports with insights and recurring-issue themes.
Share feedback loops with product, support, and marketing teams to fix root causes.
Collaboration
Coordinate with social media, content, and performance teams for consistent brand voice.
Work with client servicing teams on brand-specific SLAs and reporting formats.
✨ Requirements
Bachelor's degree in Marketing, Mass Communication, English, or a related field.
1–2 years of experience in ORM, social media moderation, or customer-facing digital support.
Excellent written English with the ability to write clearly and neutrally under pressure.
Working knowledge of monitoring and listening tools.
Strong ownership of response SLAs and turnaround times.
Comfortable with spreadsheets and daily reporting discipline.
🌟 Nice to Have
Hands-on experience with Sprinklr, Brandwatch, Meltwater, Talkwalker, or Mention.
Exposure to crisis communication or PR support.
Experience managing Glassdoor or employer brand reputation.
Multilingual ability — Hindi plus one regional language.
Familiarity with platform policies for review reporting and content takedowns.
Experience using AI tools for sentiment classification and response drafting.
🚀 Join Our Mission
If you believe reputation is built one reply at a time, and you want to work where brand perception is treated as a measurable business metric, GrowthJockey offers the opportunity to make a significant impact.
Join us and help shape the future of AI-powered brand trust, customer experience, and digital growth. 🚀
Click on Apply to know more.
