Job Description

Role Overview:

We're seeking a skilled

Online Reputation Management (ORM)/Social Media Executive

to monitor, manage, and enhance our brand's online presence across all digital platforms. The role involves responding to customer queries, addressing brand mentions, and ensuring a positive brand perception through timely communication and coordinated action.

Key Responsibilities:

Monitor brand mentions, reviews, and conversations across social media, review platforms, and community forums. Respond promptly and professionally to customer queries, feedback, and complaints. Collaborate with internal teams (customer service, product, marketing) to resolve escalations. Prepare well-structured responses that align with the brand voice and communication guidelines. Track, analyze, and report ORM metrics including sentiment, query volume, and resolution time. Maintain an updated tracker of issues, responses, and escalations. Ensure negative reviews or misinformation are addressed and resolved effectively. Stay updated on ORM trends, competitor reviews, and platform policies.

Skills & Requirements:

Minimum

1 year of experience

in ORM, customer support, or community management. Strong written communication and problem-solving skills. Ability to handle sensitive customer issues with empathy and professionalism. Familiarity with ORM tools, social listening platforms, and review management dashboards. Ability to work cross-functionally and manage multiple queries efficiently. Experience in beauty, personal care, or e-commerce industry is a strong plus.

Why Join Us?

Work with premium and fast-growing brands. Collaborative and supportive work culture. Opportunity to directly shape brand reputation and customer experience.
Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹35,000.00 per month

Application Question(s):

What is your current CTC? What is your expected CTC?
Experience:

Social media management: 1 year (Required)
Location:

Goregaon, Mumbai, Maharashtra (Required)
Work Location: In person