We are looking for a Junior ORM Executive for our agency to create and manage listings for some of our clients. A Junior ORM Executive will be responsible for monitoring, connecting, conversing and engaging to enhance a brand’s online reputation.

Expectations

• Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible
• Connect, converse and engage with the target audience on digital platforms & across, on behalf of the brand thereby attending response management
• Promptly respond to negative comments, feedbacks, redressing complaints within client’s specified turn-around time thus making the user journey with the brand worthwhile
• Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online
• Acknowledging compliments & showcasing the same on brand social media pages
• Effectively identifying and utilising social listening tools for response management
• Sharing the brand comments on real-time basis with the respective brand associates/managers
• Categorise data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully
• Assist the brand to effectively position itself, eliminate weak-links, leverage strength-points and tap the target audience by collecting, collating and sharing insights through analysis of incoming audience’s comments, conversations, complaints and feedbacks about the brand
• Recommending suggestions for improvements by preparing presentation reports over conversations analysed through tool comprising the below
• What are people talking the most about the brand – sentiment summary?
• Which social platform or a blog or a review site has received the maximum buzz in terms of people talking?
• Any specific enhancement people want from the brand?
• Any particular aspect of existing customers dislike about the brand?
• Which particular state or region from where conversations are highest or lowest?
• Giving a way forward strategy and providing a new direction to the brand for making the consumer experience better?
• Benchmarking our brand against competition on the same metrics?
• Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action
• Assist in new benchmarks within social care

Responsibilities

• The ORM Executive is responsible for on-line content, tracking and analysis of reputation factors and account to successful management of Brand’s reputation
• Facilitate problem resolution along with other questions
• Performing an in-depth audit of the information on the world wide web and ensure positive reputation of the Brand
• Continuously monitoring /Tracking the reputation of the brand on various outlets, e.g. social media, search engines, blogs & social communities, consumer forums, etc.
• Commenting positively on the most influential/negative forums and comments
• Specialize in prevention and repair of the “Online Reputation Threats
• Investigating the facts about the Comments
• Understand the Level of the threat and analyze and manage Online Identities
• Discuss and respond and continuously follow-up Plan Strategy and Implementation
• Utilizing sophisticated Online and Offline Techniques in promoting Positive and Neutral Comments
• Manage all review content and take necessary steps to curb inappropriate content
• Track, analyze and make recommendations to account for new or revised content; optimize for SEO
• Evaluate review and survey data for trends and anomalies
• Coordinate monthly performance review and recommendations
• Analyze online statistics; overall trends and subsets by Sites/Rating/Keywords, identify on-going trends and potential mitigation solutions
• Provide daily, weekly and quarterly analysis to the senior management

Educational & Professional Requirements

• A degree in digital marketing, social media marketing/branding is recommended
• Bachelors or Masters in Business Management or Mass Communication would be preferred
• Working knowledge/familiarity with social listening tools
• Hands on experience on social analytics and BI Tools
• Content development and management expertise is required
• Additional tools like SEO and knowledge in programming will be an added advantage
• Outstanding command over written English
• Experience in Education Industry would be an added advantage

Technical Expectations
ORM Executive is expected to work on the following areas, manage proper reporting & recommendations and take necessary corrective steps.

• Share of Voice Report
• Sentiment Analysis Report
• YouTube Analytics and Channel Creation, Management and Reporting
• Facebook Page Creation, Management and Reporting
• Instagram Page Creation, Management and Reporting
• LinkedIn Page Creation, Management and Reporting
• Google My Business – Complete Handling
• Glassdoor
• Various Property Websites