Online Reputation Management (ORM) & Brand Strategy

Role Overview

We are looking for an Assistant Manager ORM & Brand Strategy to strengthen the brand’s online reputation through effective social media strategy execution, proactive reputation management, and influencer marketing.

The role will be responsible for translating brand strategy into impactful execution - monitoring online conversations and building a credible network of influencers and content creators to strengthen brand trust, sentiment, and advocacy.

Key Responsibilities

1. Social Media Strategy & Execution

• Drive the execution of the brand’s narrative across social media - Instagram, LinkedIn, Facebook, X, YouTube, and emerging platforms.
• Develop platform-specific content and engagement plans aligned with brand priorities, audience behaviour, and reputation objectives.
• Identify opportunities to proactively build positive brand conversations, strengthen advocacy, and address negative sentiment through credible, relevant content.
• Coordinate with internal teams, creative agencies, social media partners, and content creators to deliver campaigns and always-on social media initiatives.
• Track content performance, audience engagement, sentiment, and share of voice; translate insights into actionable improvements.

2. Influencer Marketing & Advocacy

• Develop and execute an always-on influencer marketing programme to strengthen brand credibility, positive conversations, and advocacy.
• Identify, onboard, and manage relevant influencers and content creators across real estate, finance, lifestyle, architecture, engineering, and other relevant categories.
• Develop influencer briefs, content talking points, campaign plans, and amplification strategies aligned with brand priorities.
• Monitor influencer content performance, reach, engagement, sentiment, and overall impact on brand perception.

3. Online Reputation & Sentiment Management

• Monitor and manage the brand’s online reputation across social media platforms, review sites, forums, and other relevant digital channels.
• Execute established ORM frameworks, response protocols, and platform-specific engagement strategies.
• Coordinate with ORM agencies and social listening partners to ensure timely monitoring, engagement, and escalation.
• Track brand sentiment, complaint volumes, share of voice, and competitor conversations to identify reputation-building opportunities.

4. Social Listening & Reputation Intelligence

• Use social listening insights to identify emerging trends, customer concerns, influencer opportunities, and potential crisis triggers.
• Prepare regular reports on social media performance, brand sentiment, online conversations, and campaign effectiveness.
• Conduct root-cause analysis of recurring complaints and share actionable insights with relevant internal stakeholders.

5. Customer Escalations & Issues Management

• Work closely with customer experience, CRM, sales, project, and operations teams to ensure timely and effective issue resolution.
• Track response and resolution timelines against defined SLAs and follow up on outstanding escalations.
• Support the implementation of crisis response protocols.

Candidate Profile

• Experience: 1-3 years of relevant experience in social media management, digital communications, or influencer marketing. ORM experience is good to have.
• Industry preference: Candidates from real estate, BFSI, telecom, quick commerce, e-commerce, airlines, hospitality, or other consumer-facing industries.
• Strong understanding of social media platforms, content formats, audience behaviour, engagement strategies, and online reputation dynamics.
• Ability to coordinate across agencies and internal stakeholders, manage multiple priorities, and deliver within tight timelines.
• Proactive, detail-oriented, and comfortable working in a fast-paced environment where reputation risks may require immediate attention.

Preferred qualification: MBA with 1-3 years of experience