Senior Manager u2013 ORM Strategy & Planning

Job Summary

The Senior Manager - ORM Strategy & Planning at Godrej Industries Group is responsible for developing and executing the organization's online reputation strategy, ensuring alignment with business and brand objectives. This role focuses on monitoring brand perception across digital channels, driving initiatives to strengthen customer trust and brand equity, and leveraging data and insights to proactively manage reputation risks. The position requires cross-functional collaboration to enhance the customer experience and resolve online crises.

Responsibilities

• 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.
• Monitor brand sentiment across social media, review platforms, forums, and other digital platforms.
• Analyze customer feedback, complaints, and sentiment trends to identify emerging reputation risks.
• Generate actionable insights and recommendations for business stakeholders.
• 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.
• 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.
• 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.

Requirements

• Work Experience: 8+ years.

Key Skills

• Online Reputation Strategy
• Brand Sentiment Monitoring
• Trend Analysis
• Root Cause Analysis
• Sentiment Analysis
• Crisis Management
• Stakeholder Management
• Cross-functional Collaboration
• Data-driven Insights

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.