Online Reputation Management Executive

Location: Mohali, Punjab

Experience: 1–3 Years

Employment Type: Full-Time

We are looking for a proactive and communication-savvy Online Reputation Management Executive to monitor, manage, and improve the online reputation of our brands across digital platforms. The ideal candidate should be comfortable handling customer feedback, online conversations, reviews, and sensitive situations while maintaining a positive brand image.

Key Responsibilities:

• Monitor brand mentions, reviews, comments, and conversations across social media, Google, forums, and other digital platforms.
• Respond to customer queries, complaints, and negative feedback professionally and promptly.
• Identify potential reputation risks and escalate critical issues to the concerned team.
• Develop appropriate responses to negative comments while maintaining the brands tone and credibility.
• Encourage and manage positive customer reviews and feedback.
• Track online sentiment and identify recurring customer concerns.
• Coordinate with social media, content, and customer support teams for issue resolution.
• Maintain daily/weekly ORM reports covering mentions, sentiment, complaints, and resolutions.
• Monitor competitors online reputation and identify relevant trends and opportunities.
• Stay updated with social media trends, platform policies, and emerging reputation-management practices.

Required Skills:

• Excellent written and verbal communication skills.
• Strong command of English; knowledge of Hindi/Punjabi is an added advantage.
• Good understanding of social media platforms and digital communication.
• Ability to handle negative feedback calmly and diplomatically.
• Strong problem-solving and interpersonal skills.
• Good attention to detail and ability to work under deadlines.
• Basic knowledge of social media analytics and reporting tools.
• Previous experience in ORM, social media management, customer engagement, or digital marketing will be preferred.