Orm Executive

Role & responsibilities

1. Social Media Monitoring and Analysis:

• Conduct second-level checks on social media mentions for relevance and sentiment tagging.
• Track and assess brand mentions, identifying critical issues and informing the Marketing Manager with inputs.

2. Response Content Management:

• Refresh response templates monthly, incorporating inputs from management and obtaining approvals.
• Perform random checks to ensure compliance with approved templates.
• Oversee doctor-related responses, ensuring accuracy and alignment with feedback from the center and patient care teams.

3. Response Management:

• Handle specific medical or technical queries by seeking response approval from management before publishing.
• Personally respond to daily comments, ensuring consistency and professionalism.

4. Critical Issue Escalation:

• Liaise with patient care, PR, and marketing teams to identify, understand, and escalate critical issues effectively.

5. Review Management:

• Negative Reviews: Work closely with the patient care team to address 1st- and 2nd-level cases on platforms like GMB and Twitter.
• Delete negative comments on social media when appropriate.
• Raise tickets to remove fake reviews from GMB.
• Positive Reviews: Collaborate with the center team to identify unlisted positive reviews and raise tickets with Google for reinstatement.

6. Brand Reputation Enhancement:

• Proactively suggest strategies to improve the brand's online reputation and customer satisfaction.
• Drive initiatives that enhance loyalty and trust.

7. Team Coordination and Training:

• Supervise ORM executives to ensure consistent and timely responses.
• Conduct training sessions to maintain high communication standards within the team.

8. Reporting and Insights:

• Generate daily and monthly reports detailing ORM performance and insights for reputation improvement.
• Create weekly and monthly negative review reports and highlight crises for management attention.

9. Community Management:

• Collaborate with the social media executive to develop and manage online communities (e.g., Facebook Groups, Quora).

Preferred candidate profile

• Minimum 2 years of experience in Online Reputation Management or a similar role.
• Strong written communication skills with attention to detail.
• Familiarity with sentiment analysis tools and ORM platforms.
• Ability to manage sensitive situations with professionalism and tact.
• Proactive and analytical mindset for resolving issues and improving processes.