Junior ORM Executive

Junior ORM Executive

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
Job Type: Full Time
Job Location: Kolkata

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