Job Description – Online Reputation Manager
Working as part of Digital BPM team. Theutmostroleandresponsibilityofareputationmanageristocreateandmaintainafavorablebrand image of the company and its products. He/she is in charge of every social media accountof the company’s brands and monitors how the brands are engaging with the audience. ORMalso handlesnegativepublicity even onthereviewand ratingwebsites.
PutForthCompany’sBestImage:
Acompany’sreputationdependsonthewayitscustomers,employeesandinvestorsviewit.Onetweet,oneFacebookpost,andevenonereviewcaninfluencethesefactorsforbetterorworse.
ORM should put forth an image which conveys the message that the company values customerresponses.Thisisachievedbyalwaysmakingsureyoureplytothereviews,queriesorcomplaintsthat thecustomermayhave.
BuildTrustAndBrandLoyalty:
Customers research about a company before making a purchasing decision and lack of responsetonegativecommentsorreviewscanmakethemhesitanttotakeapositivedecision.Areputation manager has to deal with such problems and help neutralize any bad review orcomments.
Showing your customers that you will improve or act upon the problems is a great way to boostyourreputation.Whenyourbusinessunderstandsandadoptstheneedsofacustomer,theyfeelthat they are an important component of your business. This can help build brand loyalty andultimatelyraiserevenues.
ManageDuringACrisis:
A reputation manager has to help cope with scrutiny by business communities, regulators andcorporate governance teams. This can be done by implementing good reputation managementpractices.
The internet is a difficult place to survive the competition. Any person wanting to damage acompany’s reputation will find very few obstacles in their way. ORM is required to minimize thedamage incaseofanyfuturecrisis.
ExpectationsfromORM:
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
· SocialListening
· SocialCRM
· SocialAnalytics
· Regularlyproducepositivecontentforengagementwiththeaudience.
· Have an understanding of search engine behavior, social media, forums, blogs, ratingsand reviews, etc. These are considered to be the most important and basic skills of areputationmanager.
· Worktowardsenhancingandbuildingtheorganization’sreputationbyconstantly
measuringtheeffectivenessofyourstrategies.
· Establish policies and procedures, systems and standards that will avoid any negativeimpactsontheorganization.
· Reaching out to dissatisfied customers is an important procedure to control negativereviews. Moreover, focusing on forums, tweets, images, and writing effective blog posts,orpublishingpositivereviewsisalsotheresponsibilityofareputationmanager.
· Bewellpreparedfortakingimmediateactionwhenthecompany’sreputationhasbeen tarnished.
· Researchonlinetofindoutallthenegativekeywordsassociatedwithabrandorindividualandpublishpositivecontentthatcanthenneutralizetheeffectof theformer.
· Leadthemanagementteaminmaintainingandimprovingthecompany’sreputation.
· Handledifficultsituationssuchasinternetblackmailandethicalmanipulationofsearchengineresultsorreviews.
· DevelopmentofPositiveContent,scheduledregularpositivestoriestobuildtrust
· EngagementwiththeAudiences,basedonpositiveattributesofthebrand
TechnicalExpectations:
ORM is expected to work on the following areas, manage proper reporting & recommendationsandtakenecessary corrective steps.
· Shareofvoicereport
· Sentimentanalysisreport
· MediaTypeanalysisreport
· Twittercampaignanalytics
· Instagramcampaignanalytics
· Classificationreport
· TwitterBrandAnalyticsReport
· FacebookBrandAnalyticsReport
· InstagramBrandAnalyticsReport
· YouTubeBrandchannelAnalytics Report
· GoogleAnalytics
· LinkedInAnalytics
· TwitterComparison
· FacebookComparison
· InstagramComparison
· YouTubechannelComparison
· FacebookAdsInsights
· GoogleAdwordsInsights
Educational&ProfessionalRequirements
· Adegreeindigitalmarketing,socialmediamarketing/brandingisrecommended.
· BachelorsorMastersinBusinessManagementorMassCommunicationwouldbepreferred.
· Workingknowledge/familiaritywithsociallisteningtools
· HandsonexperienceonsocialanalyticsandBITools
· Contentdevelopmentandmanagementexpertiseisrequired
· AdditionaltoolslikeSEOandknowledgeinprogrammingwillbeanaddedadvantage.
· OutstandingcommandoverwrittenEnglish
· ExperienceinEducationIndustrywouldbeanaddedadvantage
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.
WHY YOU NEED TO KNOW!
· Location:
o Pune
· Work Duration
o 6 days. Weekly off based on shift roaster
· Education: Any graduate, with digital certifications (a must)
· Experience: 1-3 years of relevant experience
· Remote Work from Home Available: No
· Remuneration:
o Negotiable based on candidate’s level of experience.
WHO ARE WE?
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.
