Vivifi India
Location
Hyderabad | India
Job description
The ORM Manager is responsible for online content, tracking and analysis of reputation factors and account to successful management of Brand’s reputation. The ideal candidate will have 3+ years of experience in online customer escalation, conflict management with a strong written communication skills.
Key Responsibilities: Reaching out to dissatisfied customers is an important procedure to control negative reviews. Moreover, focussing on forums, tweets, images, and writing effective blog posts, or publishing positive reviews is also the responsibility of a reputation manager. 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. Handle difficult situations such as internet blackmail and ethical manipulation of search engine results or reviews 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. 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 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: Working knowledge/familiarity with social listening tools Hands on experience on social analytics and Content development is required Track, analyse competitors’ online presence to create better ORM strategy Monitor the social accounts across web. Monitoring will be done through a tool as well as manually Communicate with the target audience online and educate the individual about what the brand offers Make the brand experience better for a user who seems dissatisfied Handle response management through a various platform. Share the brand comments real-time with the managers Benchmark our brand against competition on the same metrics Responsible for hands on interaction within social media sites such as Facebook, twitter etc and with off-site social properties – other people blogs, other company Facebook fan pages, forums and app stores. Responsible for understanding, analysing, measuring and reporting of brand health and sentiment. Qualifications: You'd fit right in if you: Any Graduate with 3+ years of relevant work experience in ORM especially in B2C environment. Have in depth understanding of social media, online reputation, analytics Have worked on ORM tools in the past like – Sprout Social, SEM rush, Hootsuite, Social Studio etc. Have the ability and demeanour to manage a minimum of 2 to 3 vendors at a time. Have in depth understanding of Social Listening and ORM activities. Have experience in making presentations. Have excellent problem-solving and analytical skills and impeccable business judgement. Have excellent communication and interpersonal skills, with the ability to be personable yet persistent. Have experience of developing strategies to maintain a healthy brand reputation. Have a keen eye for detail and have a perfectionist attitude.Job tags
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