Graduate Trainee - ORM

Job Description:

Job Description – Graduate Trainee (ORM)

Role Objective:

The Graduate Trainee – ORM will be responsible for monitoring, connecting, engaging, and enhancing the online reputation of brands. The role involves acting as a central point of contact for managing brand communication across digital platforms and supporting client objectives related to reputation management, branding, and audience engagement.

Duration:

6 Months

Location:

Mumbai / Gurugram

Key Responsibilities:

• Monitor and review user comments, suggestions, feedback, and complaints across social media handles and digital platforms, both manually and through ORM tools.
• Engage and interact with the target audience on behalf of the brand to ensure effective response management.
• Respond promptly to negative comments and complaints within defined turnaround time to ensure a positive user experience.
• Build brand awareness by addressing user queries and maintaining a positive online perception.
• Acknowledge compliments and highlight positive feedback on brand social media pages.
• Utilize social listening tools effectively for monitoring and response management.
• Share real-time updates and important feedback with respective brand managers and internal stakeholders.
• Categorize data and prepare daily, weekly, and monthly ORM performance reports.
• Analyze audience feedback and provide insights to help improve brand positioning and customer experience.
• Identify key trends such as sentiment summary, platform performance, regional insights, and consumer expectations.
• Benchmark brand performance against competitors on relevant metrics.
• Support internal teams with ORM insights for further action and strategy building.
• Assist in setting new benchmarks within social care and online reputation management.

Qualifications Required:

• Graduate or UGC-approved Diploma holder in Mass Media, Marketing Communication, Advertising, or related fields.
• Certification in Digital Media, SEO, SEM, or E-commerce will be an added advantage.
• 0–2 years of experience in a brand, digital, social, advertising, creative, or media agency.

Technical Skills Required:

• Excellent written and verbal communication skills in English.
• Proficiency in MS Excel and basic reporting tools.
• Strong understanding of social media platforms and digital media.
• Basic knowledge of social listening and ORM tools such as Hootsuite Insights, etc.
• Awareness of current trends in social and digital media.

Behavioural Skills Required:

• Enthusiastic, proactive, and eager to learn.
• Ability to work collaboratively in a team environment.
• Capable of performing under pressure and meeting tight deadlines.
• Strong attention to detail and a solution-oriented mindset.
• Adaptable to dynamic and fast-paced work culture.

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