SocioClout - An Integrated Marketing Agency
Website:
socioclout.com
Job details:
Role Purpose
We are looking for a Social Media ORM Specialist who can actively monitor, manage, and enhance the brand’s online reputation across digital platforms. This role will also involve being stationed at the client’s office as a company representative, ensuring seamless communication and alignment between the client and internal teams.
Key Responsibilities
- Real-Time Social Media Monitoring:
- Continuously track brand mentions, tags, keywords, and conversations across platforms such as Instagram, Twitter (X), LinkedIn, YouTube, Reddit, and forums to ensure no critical interaction is missed.
- Sentiment Analysis & Risk Identification:
- Analyze audience sentiment (positive, negative, neutral) and identify emerging trends, potential PR risks, or viral escalations. Proactively flag concerns before they turn into crises.
- Audience Engagement & Response Management:
- Draft and publish timely, brand-aligned responses to comments, DMs, and queries while maintaining tone consistency and empathy. Ensure all responses meet defined TAT benchmarks.
- Crisis & Escalation Handling:
- Take ownership of handling negative comments, backlash, or online crises by coordinating with internal teams and client stakeholders. Follow escalation matrices and ensure swift resolution.
- Client Site Representation:
- Be deployed at the client’s office as the company’s on-ground representative, ensuring seamless day-to-day coordination and immediate response to client requirements.
- Client Stakeholder Management:
- Work closely with client’s senior leadership and marketing teams to understand expectations, provide updates, and align on ORM strategies and execution plans.
- Mediator Between Client & Internal Teams:
- Act as a bridge between the client and internal teams (content, influencer marketing, design, PR), ensuring clear communication, timely delivery, and expectation management on both ends.
- ORM Strategy Development:
- Contribute to and execute ORM strategies aimed at improving brand perception, increasing positive sentiment, and minimizing reputational risks.
- Negative Feedback Management:
- Handle critical reviews, complaints, and escalations with a solution-driven approach, ensuring customer satisfaction while protecting brand image.
- Cross-Functional Collaboration:
- Coordinate with content, creative, performance marketing, and influencer teams to ensure messaging consistency and proactive reputation building.
- Reporting & Insights:
- Prepare detailed daily/weekly/monthly ORM reports including sentiment analysis, response metrics, key issues, and actionable insights for both internal and client review.
- Performance Tracking & Optimization:
- Monitor KPIs such as response time, resolution rate, sentiment improvement, and engagement quality. Continuously optimize processes to improve efficiency.
- Tool & Platform Management:
- Utilize ORM and social listening tools (Sprinklr, Meltwater, Brandwatch, etc.) for monitoring, reporting, and performance tracking.
- Trend & Platform Awareness:
- Stay updated with the latest social media trends, platform algorithms, and audience behavior to ensure proactive and relevant engagement.
- Process Improvement & Documentation:
- Build and refine SOPs, response templates, escalation frameworks, and knowledge bases to streamline ORM operations.
Key Requirements
- Graduate / Postgraduate or equivalent experience
- Excellent interpersonal, verbal, and written communication skills
- Prior experience of 6+ years in client servicing and account management
Click on Apply to know more.