ORM Executive

Understand business needs and business objectives

Monitor online content related to the brand and its products on Social Media & Web platforms (Facebook, Instagram, Twitter, YouTube, Blogs, Forums, Review Sites, Websites, etc.)

Listening & analysing related conversations around the brand / topics tracked via ORM & Listening tools

Identification & Response to actionable queries using Social CRM tools

Escalations to relevant Brand / CS teams for suitable response / action

Classification of conversation data handled, for post analysis

Monitoring online product reviews and endorsements

Provide alerts about online social media channels for brands and competitors

Monitor online coverage of issues involving the brand with a crisis potential

Helping manage crisis communications arising from brand or company activities

Assist in building online groups, forums, communities, and social networks

Analyse & understand online data that is relevant to brands based on sentiments, product experience, product categories, customer / user relations, & marketing activities

Prepare & assist with daily, weekly, and monthly reports using relevant analytics platforms, tools, and datasheets

Maintaining response TAT as per service level agreements

Ensuring adherence to standard operating procedures

Staying up to date with current technologies and trends in social media, tools, and related platforms

Keeping abreast of industry news, trends, knowledge to better interpret data and improve performance

Suggesting ways to improve the brand presence & reputation in the market