Executive Recruiter at Shiras HR Advisory & Services Pvt.Ltd
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Online Reputation Management Expert - Digital Marketing Agency (1-2 yrs)
ORM Executive is responsible to monitor, connect, converse, engage and enhance brand s online reputation.Be a representative of WATConsult, aids its clients by acting as a central point of contact for leveraging brand s online reputation; to support various objectives for reputation, branding and audience engagement.
- 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 car
QUALIFICATIONS REQUISITE :
- Graduate or holder of UGC approved Diploma in Mass Media / Marketing Communication / Advertising or equivalent
- Certification in Digital Media / SEO / SEM / Ecommerce will be added honours
- 0-2 years of work experience with a brand, digital / social / advertising / creative / media agency
TECHNICAL SKILLS REQUISITE :
- Professional-level proficiency in English, excellent written oral communication, MS-Excel skills
- Good knowledge of Social Media Channels, Digital Media and Online Reputation management is a must
- Basic knowledge of social media/digital listening tools like Hootsuite Insights, etc.
- Must be informed and active follower of social and digital space trends and activity and possess a keen eye for detail
BEHAVIOURAL SKILLS REQUISITE :
- Enthusiastic and eager to learn and explore various facets of the job, new-age digital advertising
- Must be able to perform and be collaborative under pressure situations and tight deadlines
- Must be adept to working in a dynamic team structure
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