Senior Executive - ORM

KEY RESPONSIBILITIES

• 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 utilising social listening tools for response management
• Sharing the brand comments on real-time basis with the respective brand associates/managers
• Categorise 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 overconversations analysed 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

QUALIFICATION

• Graduate or holder of UGC approved Diploma in Mass Media / Marketing Communication / Advertising or equivalent
• Certification in Digital Media / SEO / SEM / Ecommerce will be added honours
• 1-4 years of work experience with a brand, digital/social/advertising/creative/media agency

If interested, please share your profile on jaya.pandey@dentsu.com with the below details.

Name:

Years of Experience:

Current CTC:

Expected CTC:

Notice Period: