ORM Executive is responsible to monitor, connect, converse, engage and enhance brand s online reputation.Be a representative of WATConsult, aids its clients by acting as a central point of contact for leveraging brand s online reputation; to support various objectives for reputation, branding and audience engagement.

- 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 client s 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 audience s comments, conversations, complaints and feedbacks about the brand

- Recommending suggestions for improvements by preparing presentation reports over conversations 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

- Assist in new benchmarks within social car

QUALIFICATIONS REQUISITE :

- 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

- 0-2 years of work experience with a brand, digital / social / advertising / creative / media agency

TECHNICAL SKILLS REQUISITE :

- Professional-level proficiency in English, excellent written oral communication, MS-Excel skills

- Good knowledge of Social Media Channels, Digital Media and Online Reputation management is a must

- Basic knowledge of social media/digital listening tools like Hootsuite Insights, etc.

- Must be informed and active follower of social and digital space trends and activity and possess a keen eye for detail

BEHAVIOURAL SKILLS REQUISITE :

- Enthusiastic and eager to learn and explore various facets of the job, new-age digital advertising

- Must be able to perform and be collaborative under pressure situations and tight deadlines

- Must be adept to working in a dynamic team structure

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