Associate Process Manager - ORM

Key Responsibilities

Team Leadership & Operations

• Lead and mentor a team of ORM specialists handling customer concerns across social media, review sites, and other digital platforms.

• Ensure efficient case assignment, SLA adherence, and timely closure of escalations.

• Conduct regular coaching, feedback sessions, and performance reviews to drive team excellence.

Reputation & Escalation Management

• Manage high-impact customer cases and brand-sensitive escalations with professionalism and empathy.

• Draft and oversee customer communication that aligns with the brand’s voice and reputation goals.

• Collaborate with internal teams to ensure customer issues are resolved promptly and effectively.

Insights & Continuous Improvement

• Analyze online customer feedback to identify key themes, risks, and improvement opportunities.

• Generate actionable insights for cross-functional teams to enhance product, process, and customer experience.

• Contribute to the design and implementation of initiatives that reduce inflow and improve proactive customer communication.

Key Skills & Competencies

• Strong people management and coaching ability.

• Excellent written and verbal communication skills with high customer empathy.

• Ability to handle high-pressure escalations with maturity and composure.

• Proficiency in ORM/social listening tools 

• Analytical mindset with data interpretation and problem-solving skills.

Qualifications & Experience

• Graduate / Postgraduate in any discipline (MBA preferred).

• 5–7 years of experience in Customer Experience, ORM, or Social Media Management, with at least 2 years in a supervisory or managerial role.

• Experience in internet consumer platforms, e-commerce, or travel/tech sectors preferred.

Key Performance Indicators (KPIs)

• Timely resolution of escalations within defined SLAs.

• Improvement in customer sentiment and online brand rating.

• Enhanced customer satisfaction and engagement metrics.

• Effective team performance and development.