Job Description

ONLINE REPUTATION MANAGER (ORM) JOB DESCRIPTION: 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 companys 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 Companys Best Image: A companys 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 companys 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: 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 organizations 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 companys 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 companys 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 Key Responsibilities: The ORM Executive is responsible for on-line content, tracking and analysis of reputation factors and account to successful management of Brands reputation. Facilitate problem resolution along with other questions. Consistently create an exceptional consumer experience with each contact via inbound / outbound post/tweet/email. Performing an in-depth audit of the information on the world wide web and ensure positive reputation of the Brand Continuously monitoring /Tracking the reputation of the brand on various outlets, e.g. social media, search engines, blogs &

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