Job Description – Online Reputation Manager
Working as part of Digital BPM team. The utmost role and responsibility of a reputation manager is to create and maintain a favorable brand image of the company and its products. He/she is in charge of every social media account of the company’s brands and monitors how the brands are engaging with the audience. ORM also handles negative publicity even on the review and rating websites.
Put Forth Company’s Best Image:
A company’s reputation depends on the way its customers, employees and investors view it. One tweet, one Facebook post, and even one review can influence these factors for better or worse.
ORM should put forth an image which conveys the message that the company values customer responses. This is achieved by always making sure you reply to the reviews, queries or complaints that the customer may have.
Build Trust And Brand Loyalty:
Customers research about a company before making a purchasing decision and lack of response to negative comments or reviews can make them hesitant to take a positive decision. A reputation manager has to deal with such problems and help neutralize any bad review or comments.
Showing your customers that you will improve or act upon the problems is a great way to boost your reputation. When your business understands and adopts the needs of a customer, they feel that they are an important component of your business. This can help build brand loyalty and ultimately raise revenues.
Manage During A Crisis:
A reputation manager has to help cope with scrutiny by business communities, regulators and corporate governance teams. This can be done by implementing good reputation management practices.
The internet is a difficult place to survive the competition. Any person wanting to damage a company’s reputation will find very few obstacles in their way. ORM is required to minimize the damage in case of any future crisis.
Expectations from ORM:
Previous Experience in a Social ORM Operations/ Campaign Execution and Planning Preferred
5-10 years of experience in ORM/Delivery/Sales
Delivered engagements in the areas of ORM, Strategy, Social Media Management/ Digital Marketing
· Social Listening
· Social CRM
· Social Analytics
· Regularly produce positive content for engagement with the audience.
· Have an understanding of search engine behavior, social media, forums, blogs, ratings and reviews, etc. These are considered to be the most important and basic skills of a reputation manager.
· Work towards enhancing and building the organization’s reputation by constantly
measuring the effectiveness of your strategies.
· Establish policies and procedures, systems and standards that will avoid any negative impacts on the organization.
· Reaching out to dissatisfied customers is an important procedure to control negative reviews. Moreover, focusing on forums, tweets, images, and writing effective blog posts, or publishing positive reviews is also the responsibility of a reputation manager.
· Be well prepared for taking immediate action when the company’s reputation has been tarnished.
· Research online to find out all the negative keywords associated with a brand or individual and publish positive content that can then neutralize the effect of the former.
· Lead the management team in maintaining and improving the company’s reputation.
· Handle difficult situations such as internet blackmail and ethical manipulation of search engine results or reviews.
· Development of Positive Content, scheduled regular positive stories to build trust
Engagement with the Audiences, based on positive attributes of the brand
Technical Expectations:
ORM is expected to work on the following areas, manage proper reporting & recommendations and take necessary corrective steps.
· Share of voice report
· Sentiment analysis report
· Media Type analysis report
· Twitter campaign analytics
· Instagram campaign analytics
· Classification report
· Twitter Brand Analytics Report
· Facebook Brand Analytics Report
· Instagram Brand Analytics Report
· YouTube Brand channel Analytics Report
· Google Analytics
· LinkedIn Analytics
· Twitter Comparison
· Facebook Comparison
· Instagram Comparison
· YouTube channel Comparison
· Facebook Ads Insights
· Google Adwords Insights
Educational & Professional Requirements
· A degree in digital marketing, social media marketing/branding is recommended.
· Bachelors or Masters in Business Management or Mass Communication would be preferred.
· Working knowledge/familiarity with social listening tools
· Hands on experience on social analytics and BI Tools
· Content development and management expertise is required
· Additional tools like SEO and knowledge in programming will be an added advantage.
· Outstanding command over written English
· Experience in Education Industry would be an added advantage
In addition to the above main responsibilities, the ORM will be required to undertake any other task, deemed to be appropriate to the job role.
· Location:
o Pune/ Mumbai
· Work Duration
o Monday to Friday; should be flexible as per job requirement
· Education: Any graduate, with digital certifications (a must)
· Remote Work from Home Available:
o Yes, possible but not completely; office attendance required at least 3 days a week; 40% travel may be required for customer meetings.
· Remuneration:
o Negotiable based on candidate’s level of experience.
About Company
ConneQT is a leader in business process outsourcing, offering a broad portfolio of core enterprise and industry-specific services. The Company’s approach puts process in the forefront, coupling deep process knowledge and insights with targeted analytics and pragmatic reengineering to deliver an integrated solution. Services are seamlessly delivered using the Right Sourcing model aided with heavy digital interventions to meet a client’s business objectives and cost reduction strategy.
The demand for BPM continues to be driven by the economic need to deliver quality, cost efficient services and the business requirement to remain competitive and innovative. We focus on meeting the individual needs of our clients and delivering measurable service improvement and value.
Company Overview
Improving client processes and driving business impact is the prime focus of our entire organization of over 35,000 employees. ConneQT couples its deep process knowledge, insights and best practices with targeted analytics and pragmatic reengineering to deliver a comprehensive solution. Our broad portfolio consists of both enterprise and industry-specific services. In all areas, we execute simple transactional needs to providing process management capabilities, where complex decision-making and keen judgment are required. Services are seamlessly delivered from our Rightshoring model with 22 centers in across India to meet a client’s business objectives and cost reduction strategy.
ConneQT focuses on the industries of Telecom, Banking & Financial Services, Retail, Insurance, Telecom and Media. Our solutions span across the customer life cycle of Customer Acquisition, Customer Services, Transaction Processing, Collections & Accounts Receivables Management and Research & Analytics.
We develop reliable and scalable solutions for essential business processes, consecutive with industry best practices and supported by a robust technology infrastructure, proprietary tools, strong human resources and transition framework.
For more detials visit www.conneqtcorp.com
