Lyxel&Flamingo (L&F)
Website:
lyxelandflamingo.com
Job details:
Job Title: ORM Specialist
Location: Gurugram
Experience: 1–3 years
Employment Type: Full-time
About the Role
We are looking for a proactive and detail oriented Online Reputation Management (ORM) Executive who can effectively manage brand reputation across social media and digital platforms. The ideal candidate should have experience in social media moderation, customer engagement, sentiment analysis, reporting, and stakeholder coordination while ensuring timely resolution of customer concerns.
Key Responsibilities
Social Media Moderation
- Monitor and respond to comments, messages, reviews, and mentions across social media platforms.
- Ensure all responses align with the brand's tone of voice and communication guidelines.
- Handle customer queries, complaints, appreciation, and feedback professionally.
Online Reputation Management
- Monitor brand sentiment across digital platforms.
- Identify potential reputation risks and escalate critical issues promptly.
- Track negative conversations and coordinate with internal teams for resolution.
- Suggest proactive ORM strategies to strengthen brand reputation.
Reporting & Analysis
- Prepare daily, weekly, and monthly ORM reports.
- Analyze customer sentiment, conversation trends, and engagement insights.
- Identify recurring concerns and recommend actionable improvements.
- Present data backed insights to support business decisions.
Escalation Management
- Coordinate with internal stakeholders for complaint resolution.
- Maintain escalation trackers and ensure timely closure of customer concerns.
- Follow up with relevant teams until issues are resolved.
Platform Management
- Manage brand interactions across Instagram, Facebook, LinkedIn, X (Twitter), YouTube, Google Business Profile, and other digital platforms.
Client & Internal Coordination
- Coordinate with clients and internal teams for approvals, escalations, and updates.
- Ensure service level timelines are maintained for all customer interactions.
- Share regular updates on critical cases and ongoing issues.
Required Skills
- Excellent written and verbal communication skills.
- Strong understanding of social media platforms and online customer behaviour.
- Experience in Online Reputation Management, Community Management, or Social Media Management.
- Ability to write empathetic, human centric, and brand aligned responses.
- Strong analytical and problem solving skills.
- Good knowledge of Microsoft Excel and PowerPoint.
- Ability to manage multiple brands simultaneously.
- Strong attention to detail and ownership mindset.
- Agency experience will be an added advantage.
What We're Looking For
- Excellent communication and interpersonal skills.
- Strong ownership and accountability.
- Ability to prioritize tasks in a fast paced environment.
- Calm and solution oriented approach while handling customer escalations.
- Data driven mindset with attention to detail.
- Collaborative team player with strong coordination skills.
- Passion for delivering exceptional customer experiences.
Click on Apply to know more.
