Orm Executive

Key Responsibilities

• Online Listening & Sentiment Monitoring: Continuously monitor social media platforms, forums, blogs, review portals, and news sites for mentions of Della Townships. Utilize ORM and social listening tools to track brand sentiment, share of voice, and emerging conversations. Manage and optimize Google Business Profiles (GBP) across township locations, addressing negative reviews, duplicate listings, or inaccuracies.
• Response & Escalation Management: Formulate timely, polite, and brand-compliant responses to user feedback, queries, and complaints. Collaborate closely with internal cross-functional teams (Customer Service, Sales, Legal, CRM, and Site Operations) to resolve critical customer grievances promptly. Maintain a strict Service Level Agreement (SLA) for response times across all digital channels.
• Crisis Management & Brand Protection: Identify potential PR crises or online attacks early and execute structured mitigation strategies. Work with the brand/digital security teams to identify, report, and take down unauthorized channel usage, fake profiles, or trademark infringements. Develop pre-approved response templates and guidelines for high-risk scenarios.
• Review Generation & Rating Enhancement: Design and execute strategies to encourage satisfied buyers, residents, and visitors to leave positive online reviews. Improve aggregate star ratings across Google, real estate portals, and social media platforms.
• Analytics & Reporting: Generate weekly and monthly ORM performance dashboards highlighting sentiment analysis, resolution times, issue categories, and campaign impact. Provide actionable insights to sales, marketing, and operations teams to improve product/service quality based on recurring customer feedback.

• Experience: in Luxury Real Estate, High-End Hospitality, or Premium Lifestyle sectors is preferred).
• Communication: Exceptional written and verbal English communication skills, with a strong grasp of empathy, tone, and diplomatic phrasing.
• Tool Proficiency: Hands-on experience with social media listening software (e.g., Sprinklr, Zoho Social, Konnect Insights), Google Business Profile management, and CRM/Salesforce integration.
• Crisis Handling: Demonstrated ability to remain calm under pressure and de-escalate sensitive customer situations effectively.
• Attitude: A go-getter mentality, high attention to detail, and alignment with Della's core values ("Never Say No", empathy, and quality-first mindset).