ONLINE REPUTATION MANAGER (ORM)

JOB DESCRIPTION :

- The utmost role and responsibility of a reputation manager is to create and maintain a favorable brand image of the company and its products.

- He/she is in charge of every social media account of the company's brands and monitors how the brands are engaging with the audience.

- ORM also handles negative publicity even on the review and rating websites.

Put Forth Company's Best Image :

- A company's reputation depends on the way its customers, employees and investors view it.

- One tweet, one Facebook post, and even one review can influence these factors for better or worse.

- ORM should put forth an image which conveys the message that the company values customer responses.

- This is achieved by always making sure you reply to the reviews, queries or complaints that the customer may have.

Build Trust And Brand Loyalty :

- Customers research about a company before making a purchasing decision and lack of response to negative comments or reviews can make them hesitant to take a positive decision.

- A reputation manager has to deal with such problems and help neutralize any bad review or comments.

- Showing your customers that you will improve or act upon the problems is a great way to boost your reputation.

- When your business understands and adopts the needs of a customer, they feel that they are an important component of your business. This can help build brand loyalty and ultimately raise revenues. Manage

During A Crisis :

- A reputation manager has to help cope with scrutiny by business communities, regulators and corporate governance teams.

- This can be done by implementing good reputation management practices.

The internet is a difficult place to survive the competition.

- Any person wanting to damage a company's reputation will find very few obstacles in their way. ORM is required to minimize the damage in case of any future crisis.

Expectations from ORM :

- Social Listening - Social CRM - Social Analytics

- Regularly produce positive content for engagement with the audience.

- Have an understanding of search engine behavior, social media, forums, blogs, ratings and reviews, etc.

- These are considered to be the most important and basic skills of a reputation manager.

- Work towards enhancing and building the organization's reputation by constantly measuring the effectiveness of your strategies.

- Establish policies and procedures, systems and standards that will avoid any negative impacts on the organization.

- Reaching out to dissatisfied customers is an important procedure to control negative reviews.

- Moreover, focusing on forums, tweets, images, and writing effective blog posts, or publishing positive reviews is also the responsibility of a reputation manager.

- Be well prepared for taking immediate action when the company's reputation has been tarnished.

- Research online to find out all the negative keywords associated with a brand or individual and publish positive content that can then neutralize the effect of the former.

- Lead the management team in maintaining and improving the company's reputation.

- Handle difficult situations such as internet blackmail and ethical manipulation of search engine results or reviews.

- Development of Positive Content, scheduled regular positive stories to build trust

- Engagement with the Audiences, based on positive attributes of the brand

Key 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.

- Consistently create an exceptional consumer experience with each contact via inbound / outbound post/tweet/email.

- 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 &