Assistant Manager - ORM

Assistant Manager Online Reputation Management (ORM)

• Experience: 3 - 4 Years
• Location: Mumbai
• Function: Social Listening, Response Management & Reporting

Position Summary

Interactive Avenues is looking for a dynamic and high-performing professional to join our ORM team as an Assistant Manager. This role will act as the voice of the brand across digital platforms and will be responsible for managing social listening, response management, and reporting activities. The position requires close collaboration with internal teams and clients, ensuring timely, accurate, and brand-aligned engagement across platforms.

Key Responsibilities

• Monitor and manage brand conversations, queries, feedback, and complaints across social media, review platforms, and forums.
• Lead day-to-day response management while ensuring adherence to brand tone, SLAs, and escalation protocols.
• Oversee tagging, categorization, and sentiment analysis of conversations using ORM and listening tools.
• Manage keyword creation, optimization, and continuous enhancement to ensure comprehensive listening coverage.
• Ensure accurate handling of critical issues, crises, and sensitive conversations, including internal escalation and follow-ups.
• Prepare and review daily, weekly, and monthly ORM and social listening reports with actionable insights.
• Provide POVs and recommendations on emerging trends, consumer sentiment, competitor activity, and category developments.
• Support and guide junior team members to ensure consistent execution quality and process adherence.
• Coordinate with internal stakeholders and clients for reporting reviews, alignment, and operational improvements.

Skills & Competencies

• Excellent written and verbal communication skills with strong attention to language and tone.
• Strong analytical and problem-solving abilities.
• Hands-on experience with major social media platforms and their engagement dynamics.
• Ability to manage multiple priorities in a fast-paced environment.
• Good understanding of crisis management, escalation handling, and client communication.
• Working knowledge of ORM and social listening tools such as Locobuzz, Sprinklr, Quick Metrix, Konnect Insights etc.

Qualifications & Experience

• Graduate or Post Graduate
• 3 - 4 years of relevant experience in ORM, social media management
• Prior experience handling BFSI, FMCG, or large consumer brands will be an added advantage.
• Comfortable working in rotational shifts, including weekends if required.

What You Can Expect from Interactive Avenues

Interactive Avenues vision is to make advertising more insightful to the brands. We do this by employing the worlds very best talent to solve some of the toughest challenges of todays digital marketing landscape. Its important that we hire people whose values reflect those of our own: genuine, results-focused, daring and insightful. As an Interactive Avenues employee, we promise you a workplace that invests in your career, cares for you and is fun and engaging. We believe these factors create a workplace where you can be yourself and do amazing work.