Senior Manager – ORM Strategy & Planning

Job Requirements About Godrej Industries Group (GIG) At the Godrej Industries Group, we are privileged to serve over 1.1 billion consumers globally through our businesses with market leadership positions in the consumer products, real estate, agriculture, financial services and chemicals industries To know more, visit www.godrejindustries.com

About Godrej Properties Limited (GPL) Godrej Properties brings the Godrej Group philosophy of innovation, sustainability, and excellence to the real estate industry. Each Godrej Properties development combines the over 125-year legacy of excellence and trust with a commitment to cutting-edge design, technology, and sustainability. To know more, visit www.godrejproperties.com

About The Role The incumbent will be responsible for developing and executing the organization's online reputation strategy, monitoring brand perception across digital channels, and driving initiatives that strengthen customer trust and brand equity. The role will leverage data, consumer insights, and cross-functional collaboration to proactively manage reputation risks and enhance the customer experience across the digital ecosystem.

Roles & Responsibilities

• Strategy & Planning
• Develop and implement the overall ORM strategy aligned with business and brand objectives.
• Establish governance frameworks, operating procedures, response protocols, and escalation matrices for reputation management.
• Develop frameworks for proactive reputation management and risk mitigation.
• Reputation Monitoring & Insights
• Monitor brand sentiment across social media, review platforms, forums & other digital platforms.
• Analyze customer feedback, complaints, and sentiment trends to identify emerging reputation risks.
• Generate actionable insights and recommendations for business stakeholders.
• Crisis & Risk Management
• Lead digital reputation risk assessment and mitigation planning.
• Manage online crisis situations and coordinate with relevant teams for timely resolution.
• Develop communication strategies to address negative sentiment and protect brand reputation.
• Stakeholder Management
• Define and manage end-to-end escalation frameworks across internal stakeholders.
• Collaborate with Customer Experience, Operations, Projects, Sales, Legal, Marketing, and Corporate Communications teams to ensure timely resolution of critical issues.
• Reporting & Analytics
• Conduct sentiment analysis, trend analysis, and root cause analysis to identify recurring customer pain points and systemic issues.
• Translate customer feedback and digital conversations into business insights and improvement opportunities.
• Establish measurement frameworks and KPIs to track reputation performance and customer sentiment trends.

Work Experience 8–10 years

Benefits Be an equal parent

• Childcare benefits for the birthing parent, commissioning parent (in case of surrogacy) or adoptive parent, and their partners
• 6 months of paid leave for primary caregivers, flexible work options on return for primary caregivers
• 2 months paid leave for secondary caregivers
• Caregiver travel for primary caregivers to bring a caregiver and children under a year old, on work travel
• Coverage for childbirth and fertility treatment.

No place for discrimination at Godrej

• Gender-neutral anti-harassment policy
• Same sex partner benefits at par with married spouses
• Coverage for gender reassignment surgery and hormone replacement therapy
• Community partnerships and advocacy
• Persons with Disability (PwD) care

We Are Selfish About Your Wellness

• Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options
• Elder care for those who might need to extend support to senior family members
• Preventative healthcare support
• Outpatient Department (OPD) coverage, including vaccinations, dental, vision, etc.
• Uncapped sick leave
• Flexible work options, including remote working and part-time work
• Mental wellness and self-care programmer, resources and counselling

Celebrating wins, the Godrej Way

• Structured recognition platforms for individual, team and business-level achievements
• Digital and offline instant recognition platforms

An inclusive Godrej Before you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And it has been over a century. It’s not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you. We take pride in being an equal opportunities employer. We recognize merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, color, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members.