Manager -ORM

Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible

Connect, converse and engage with the target audience on digital platforms & across, on behalf of the brand thereby attending response management

Promptly respond to negative comments, feedbacks, redressing complaints within clients specified turn-around time thus making the user journey with the brand worthwhile

Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online

Acknowledging compliments & showcasing the same on brand social media pages

Effectively identifying and utilizing social listening tools for response management

Sharing the brand comments on real-time basis with the respective brand associates/managers Categorize data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully

Assist the brand to effectively position itself, eliminate weak-links, leverage strength-points and tap the target audience by collecting, collating and sharing insights through analysis of incoming audiences comments, conversations, complaints and feedbacks about the brand

Recommending suggestions for improvements by preparing presentation reports over conversations analyzed through tool comprising the below; What are people talking the most about the brand- sentiment summary? Which social platform or a blog or a review site has received the maximum buzz in terms of people talking? Any specific enhancement people want from the brand? Any particular aspect of existing customers dislike about the brand? Which particular state or region from where conversations are highest or lowest? Giving a way forward strategy and providing a new direction to the brand for making the consumer experience better? Benchmarking our brand against competition on the same metrics?

Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action

Assist in new benchmarks within social care