Senior Executive - Online Reputation Management (ORM)

About the job

About Dentsu International India :

Awarded the Oscars of the advertising world, The Cannes Global Agency of the Year 2022 (a first for India!) Dentsu international comprises of six leadership brands - Carat, dentsu X, iProspect, Isobar, dentsuMB and Merkle, each supported by its specialist divisions and scaled services. With best-in-class services and solutions in Media, Customer Experience Management (CXM), and Creative, dentsu international operates in over 145 markets worldwide with more than 66,000 dedicated talented employees working together to reach the never before!

Part of dentsu International, dentsu India helps some of the biggest & most interesting brands who are our clients everyday to win, keep and grow their best customers and achieve meaningful progress for their businesses. With best-in-class services and solutions in Media, CXM (Customer Experience Management) and Creative, Dentsu India is the 2nd biggest Advertising agency network in India while the dentsu international is the 5th largest in the world.

In good times and bad, we partner with brands to achieve meaningful progress as we are a force for good & for meaningful growth. Our teams of optimists, entrepreneurs and first-movers coalesce around the needs of our clients, unlocking unique possibilities for sustainable value and lasting change.

Learn more at :

https : / / www.dentsu.com / careers

Job Title : Senior Executive - Online Reputation Management (ORM)

Location : Worli, Mumbai, Maharashtra

Experience : 0–2 years

Employment Type : Full-time

Key Responsibilities

• Actively monitor and review user comments, suggestions, feedback, and complaints across social media platforms—both manually and using relevant tools.
• Connect, converse, and engage with the target audience on behalf of the brand to ensure effective response management.
• Promptly respond to negative comments and feedback, redressing complaints within the client’s specified turnaround time to enhance user experience.
• Create brand awareness by addressing user queries and maintaining brand reputation, aiming to improve audience perception online.
• Acknowledge compliments and highlight them appropriately across brand social media pages.
• Identify and utilize social listening tools for effective response management.
• Share key comments and insights with brand managers / associates in real time.
• Categorize data, prepare reports, and present an overview of brand performance, including key feedback and actionable suggestions for improvement.
• Support the brand in positioning, identifying weaknesses, leveraging strengths, and reaching the target audience by analyzing audience conversations and feedback.
• Provide analytical reports and presentations covering :
• Sentiment summary of brand-related conversations.
• Most active platforms or sites generating buzz.
• Common enhancement requests or dislikes among consumers.
• Geographical regions showing high or low engagement.
• Benchmarking insights against competitors.
• Recommendations for improving customer experience and brand direction.
• Maintain and circulate daily, weekly, and monthly ORM reports to relevant internal teams.
• Contribute to setting new benchmarks within the social care and ORM function.

Qualifications

Technical Skills

Behavioral Skills