Graduate Trainee - Online Reputation Management

The purpose of this role is to deliver regular reporting for digital marketing channels and campaigns, as well as audience, attribution and CRO (conversion rate optimisation) analysis.

Key Responsibilities:

• Monitor and review user comments, suggestions, feedback, and complaints across social media handles and digital platforms, both manually and through ORM tools.
• Respond promptly to negative comments and complaints within defined turnaround time to ensure a positive user experience.
• Build brand awareness by addressing user queries and maintaining a positive online perception.
• Acknowledge compliments and highlight positive feedback on brand social media pages and utilize social listening tools effectively for monitoring and response management.
• Categorize data and prepare daily, weekly, and monthly ORM performance reports.
• Analyze audience feedback and provide insights to help improve brand positioning and customer experience.

Qualifications Required:

• Graduate or UGC-approved diploma holder in Mass Media, Marketing, Communication, Advertising, or related fields.
• Certification in Digital Media, SEO, SEM, or E-commerce will be an added advantage.