The Role
Manage online reputation for multiple brands by monitoring and responding to customer queries, reviews, and feedback across digital channels. Maintain each brand’s tone and guidelines, prepare reports on sentiment and ORM performance, and use social listening to track mentions, trends, and potential crises. The role requires strong communication and content-writing skills, tool proficiency, multitasking, and flexibility to work occasional weekends during campaigns or crises.
Summary Generated by Built In
Job Title: Account Manager - Online Reputation Management (ORM)
Department: ORM
Work Model: In-office (5 days a week)
About the Role: We are looking for a proactive and experienced Senior Executive to join our Online Reputation Management (ORM) team. In this role, you will be the voice of multiple brands, ensuring that customer queries are addressed promptly and brand sentiment is positively maintained across all digital channels.
Key Responsibilities:
- Query Resolution: Actively monitor, track, and respond to customer queries, reviews, and feedback across various social media platforms and digital touchpoints.
- Brand Management: Effectively manage and maintain the online reputation for multiple brands simultaneously, ensuring each brand's unique tone of voice and guidelines are strictly followed.
- Reporting: Prepare detailed, regular reports on brand sentiment, customer feedback, and overall ORM performance to share actionable insights with stakeholders.
- Social Listening: Utilize social listening strategies to track brand mentions, monitor industry trends, and analyze customer sentiment to mitigate potential crises.
Skills & Requirements:
- Tool Proficiency: Hands-on experience and strong command over standard ORM and social listening tools such as Simplify360, Locobuzz, and Sprinklr.
- Communication & Content: Proficient in English with excellent verbal and written communication skills. Must be strong in content writing to craft clear, empathetic, and engaging responses.
- Domain Knowledge: In-depth understanding and practical knowledge of Social Listening.
- Time Management: Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment while juggling multiple brands.
Work Schedule & Conditions:
- Shift Timings: 9:30 AM - 6:30 PM (Monday to Friday).
- Work Location: Working from the office 5 days a week.
- Flexibility: While this is a standard weekday role, the candidate must be flexible and available to work on weekends if needed during special events, brand campaigns, or crisis management situations.
Skills Required
- Hands-on experience with ORM and social listening tools, including Simplify360, Locobuzz, and Sprinklr
- Proficient in English with excellent verbal and written communication skills
- Strong content-writing skills for clear, empathetic, and engaging responses
- Practical knowledge of social listening
- Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment
- Ability to manage multiple brands and follow distinct brand tones and guidelines
- Flexibility to work weekends when needed for events, campaigns, or crisis management
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The Company
What We Do
We are HiveMinds, a unit of Madison World. We are a rapidly growing full-fledged digital agency with 13 years of experience, and buzzing with a diverse and talented team working towards transforming businesses. An early entrant in India’s digital marketing scene, our strength lies in being a dynamic agency capable of delivering across digital - be it SEO, performance and paid Campaigns, retail media / e-commerce marketplace management, digital analytics, social media marketing, digital branding or creative and content services. We work with clients across geographies to deliver what we know best - growth, creativity and client satisfaction. We are based out of Bangalore, India with offices in Mumbai and Delhi-NCR.
