Online Reputation Management

The goal of the Online Reputation Manager is to protect and improve our brand's online reputation across all digital platforms. This position is essential to preserving customer trust and building credibility by making sure that the company's digital footprint remains positive. The Online Reputation Manager will monitor online conversations, respond to customer feedback/complaints, develop strategic content, and collaborate with various departments to align reputation management efforts with organizational goals.

If you are experienced in Online Reputation Management / Enhancement and want to grow with us, this role is for you

Job Responsibilities: Daily Effective Online Reputation Management Monitor and track all brand mentions on digital platforms. Track social complaints and escalate to relevant stakeholders. Collaborate with departments like Brand, Customer Experience, Customer Service, and Plant Team to manage ORM effectively. Monitor Turnaround Times (TATs) for first response and overall resolution, communicate updates to relevant stakeholders, and suggest ways to enhance performance. Measures:

Daily Digital NPS score, Social complaints generated, Positive content/Word of mouth generated, Turn-around time for responding to online complaints/concerns. Brand Monitoring and Analysis Monitor brand mentions across various digital channels to gauge brand perception accurately. Conduct sentiment analysis to gauge public perception and identify emerging trends or issues. Conduct in-depth analysis of brand sentiment trends and competitor activities. Implement strategies based on insights gained to strengthen brand positioning and reputation management efforts. Prepare regular reports on ORM performance, highlighting areas of strength and opportunities for improvement. Measures:

Social Reach/SoV, Daily, weekly, and monthly ORM and sentiment reports, Monthly report measuring quality of work and buzz generated, Awards and Recognitions. Strategic Reputation Enhancement Develop and implement strategic ORM initiatives to enhance the company's online reputation. Collaborate with the brand, consumer product marketing, and PR teams to align ORM strategies with overall brand goals. Measures:

Brand NPS score, Social Reach/SoV, Social calendar. Crisis Management and Response Develop crisis communication strategies to address any negative online content promptly. Lead the team in managing online crises effectively, ensuring a swift and appropriate response. Implement measures to mitigate reputational risks during crisis situations. Measures:

Crisis SOPs, Turn-around time for responding to online complaints/concerns, Digital NPS score. Stakeholder Engagement and Relationship Building Engage with key stakeholders, including customers, partners, digital media, and influencers, to maintain positive relationships. Monitor feedback and reviews, responding promptly to address concerns and maintain brand loyalty. Collaborate with internal teams to ensure consistent messaging across all platforms. Measures:

Positive word-of-mouth generated.

Stakeholder Profiles & Nature of Interactions:

Internal: Head EV and PV Marketing:

Review of performance, key messaging, project deliveries (Bi-Weekly) Consumer & Product Marketing teams:

Delivery of projects and work according to plan/roadmap (Weekly) Brand Managers:

Key messages for communication of Product launches, campaigns, etc. (Weekly) Commercial/ S&M Functions:

Developing digital content for all S&M functions (Weekly) Sales and Service Teams:

Complaint Tracking, Issue Resolution (Daily) External: Customers:

Communications, feedback, testimonial content generation (Daily/Weekly) Agencies:

Sentiment tracking, Online complaint closure (Daily)

Desired Candidate Profile: Qualification: MBA (Marketing), Graduate (Public Relations) Desired Work Experience: 8-10 years of work experience in handling reputation for big brand, crisis communication, digital marketing, customer engagement, digital content development, and digital risk management. Necessary Knowledge: Strong analytical and problem-solving abilities, Digital Marketing, Web Analytics, Creative thinking, Brand management, Strategic thinking and crisis management, Ability to lead a team and collaborate effectively, Familiarity with reputation management software and tools. Desired Industry and Sectors: Not specified in the document.

Skills & Competencies: Strong analytical and problem-solving abilities Digital Marketing Web Analytics Creative thinking Brand management Strategic thinking and crisis management Ability to lead a team and collaborate effectively Familiarity with reputation management software and tools