Orm Manager

Role Overview:

The ORM Manager is responsible for building, maintaining, and protecting the brands reputation online. This includes monitoring social media, review platforms, and forums to ensure positive sentiment, managing negative feedback, and implementing strategies to enhance the brand's digital presence. The role requires excellent communication, analytical, and problem-solving skills to address and mitigate reputation risks proactively.

Key Responsibilities:

Data Monitoring and Analysis:

• Continuously track and monitor brand mentions across social media, review sites, blogs, forums, and other digital platforms.
• Analyze sentiment trends and report on reputation performance metrics.

Team Management:

• Lead, mentor, and manage a team of ORM specialists, ensuring high performance and alignment with the brand's reputation goals.
• Foster a collaborative team environment, encouraging knowledge sharing and professional development.
• Set clear objectives, monitor team performance, and provide constructive feedback to drive continuous improvement.

Response Management:

• Respond promptly and professionally to customer reviews, complaints, or queries on various platforms.
• Collaborate with internal teams (customer service, product, marketing) to address customer concerns effectively.

Reputation Strategy:

• Develop and execute strategies to build a positive online image for the brand.
• Identify opportunities for improving the brands perception and increasing customer trust.

Crisis Management:

• Identify and manage potential reputation risks or crises.
• Implement mitigation strategies and provide real-time solutions during negative PR incidents.

Stakeholder Collaboration:

• Work closely with PR, digital marketing, and customer support teams to align ORM strategies with overall business goals.
• Train internal stakeholders on reputation management best practices.

Tools and Technology:

• Utilize ORM tools to track, analyze, and report insights.
• Keep updated with the latest ORM tools and trends.

Reporting:

• Prepare detailed reports on online sentiment, emerging issues, and the effectiveness of ORM strategies.
• Provide actionable insights to senior management.

Qualifications:

• Education: Bachelors degree in Marketing, Communications, Public Relations, or a related field.
• Experience: 4-5 years of experience in online reputation management, social media management, or a similar role.

Mandatory Skills:

• Strong verbal and written communication skills.
• Proficiency in using ORM and social media monitoring tools.
• Analytical mindset with the ability to interpret data and provide insights.
• Crisis management and problem-solving abilities.
• Attention to detail and organizational skills.