Online Reputation Management (ORM) - Marketing

Location: Chennai
Experience: 8+ Years

Role Overview

We are looking for an experienced ORM Professional to lead and strengthen the brand's online reputation across digital platforms.

Key Responsibilities

Online Reputation Management

• Monitor brand mentions, customer reviews, and conversations across digital platforms including Google Reviews, Facebook, Instagram, LinkedIn, X (Twitter), Glassdoor, Justdial, Quora, and other forums.
• Track customer sentiment and proactively identify negative trends or reputation risks.
• Ensure timely and professional responses to customer reviews, comments, and complaints.

Escalation & Issue Resolution

• Manage critical customer escalations and crisis communication in coordination with internal stakeholders.
• Work closely with Customer Support, CRM, Sales, Operations, and Service teams to ensure timely issue resolution.
• Track open cases and drive closure within defined timelines.

Brand Reputation & Engagement

• Drive initiatives to improve online ratings, customer advocacy, testimonials, and user-generated content.
• Ensure all communication aligns with brand guidelines and tone of voice.
• Build customer trust and strengthen brand perception across digital channels.

Analytics & Reporting

• Prepare regular ORM dashboards and reports covering sentiment analysis, ratings, customer feedback trends, and issue categories.
• Conduct competitor benchmarking and track brand health metrics.
• Generate actionable insights to improve customer experience and service quality.

Desired Skills & Competencies

• Strong expertise in Online Reputation Management and Customer Experience.
• Experience in handling high-impact customer escalations and crisis management.
• Proficiency in ORM platforms such as Sprinklr, Brandwatch, Hootsuite, Meltwater, Mention, LocalFalcon, or similar tools.
• Strong analytical, communication, and stakeholder management skills.
• Good understanding of social media platforms, review ecosystems, and digital customer journeys.
• Proficiency in Excel and reporting tools.

Preferred Background

• 8+ years of experience in ORM, Customer Experience, Digital Marketing, or Customer Service functions.
• Experience in Real Estate, E-commerce, Retail, Hospitality, or Service industries will be preferred.
• Proven experience working with cross-functional teams and managing customer-centric initiatives.