Online Reputation Executive

Role Brief

We are looking for an Online Reputation Executive to manage the online reputation and day-to-day social media presence of our clients. The role involves monitoring online conversations, managing social media accounts, creating and publishing content, responding to queries and feedback, and ensuring a consistent and positive brand presence across digital platforms.

Key Responsibilities

• Manage day-to-day operations of assigned social media accounts across platforms such as Instagram, Facebook, X, LinkedIn, and Google.
• Schedule and publish approved content while ensuring accuracy, consistency, and adherence to brand guidelines.
• Monitor comments, mentions, reviews, DMs, and online conversations around clients and brands.
• Respond to customer queries, complaints, and feedback in a timely, empathetic, and brand-appropriate manner.
• Identify potential reputation risks and escalate sensitive or high-impact issues promptly.
• Track trending conversations and emerging issues that may impact brand perception.
• Coordinate with creative, account management, and client teams to ensure timely content and responses.
• Maintain ORM and social media trackers, including sentiment, response time, key issues, and resolutions.
• Support crisis communication and reputation-management initiatives when required.
• Prepare regular reports on social media performance, audience sentiment, engagement, and ORM activities.
• Ensure all content and responses follow the brand's tone of voice and communication guidelines.

What We're Looking For

• 1–3 years of experience in ORM, social media management, community management, customer experience, or a similar role.
• Strong written communication and excellent command of English.
• Good understanding of social media platforms and online consumer behavior.
• Ability to handle difficult conversations calmly and professionally.
• Strong attention to detail and ability to respond quickly in a fast-paced environment.
• Ability to manage multiple brands and social media accounts simultaneously.
• Prior experience in a digital, social media, influencer marketing, or advertising agency is a plus.

It Comes in Handy

• Experience with social listening and ORM tools.
• Basic understanding of content calendars, scheduling tools, and social media analytics.
• Experience handling high-volume customer complaints or brand crises.
• Understanding of sentiment analysis and online reputation management.
• Basic content-writing and copywriting skills.