Job Description

Role :

The ORM Manager would be responsible for the performance of the ORM Listening and Engagement teams. He/She would be responsible for all deliverables and process adherence as well as detailed periodic reports to be generated.

KEY RESPONSIBILITIES :

- Monitor and review user comments, suggestions, feedback and complaints across all online platforms including social media and review websites

- Respond & engage with customers in a personalized manner to demonstrate that the brand genuinely wants to help resolve issues and deliver a delightful experience

- Promptly respond to both negative and positive comments & feedback within the best possible turnaround time

- Work closely with the Operations team to help resolve customer complaints and queries.

- Monitor, track, analyse and report on feedback and online reviews

- Create and publish periodic reports on various metrics, data points and insights pertinent to ORM

- Handle partner relationships with various review platforms & websites

- Work closely with Social team to enhance positive sentiment for the brand on social media

DESIRED CANDIDATE :

- Relevant experience for 6+ years in ORM

- Experience in handling a 8-10 member team

- Excellent verbal and written communication skills

- Excellent interpersonal and communication skills

- Hands on experience with social media platforms & ORM Tools

- Attention to detail, critical-thinker and problem-solver