Orm Manager
- Narayana Health (NH)
- 3 - 7 years
- Bengaluru
- 1 month ago
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Job Description
Overview
Should have managed a ORM team or agency working on ORM and has hands on experience on ORM tool like Konnect Insight,Google Alerts, Brand 24,Trust pilot, Kapture, etc
The Online Reputation Management (ORM) Supervisor will oversee and manage the strategies and execution of ORM activities, ensuring the organizations online presence is monitored, protected, and enhanced. This role involves supervising a team, analyzing brand perception, handling reviews, and mitigating any negative online sentiment. The ORM Supervisor will work closely with marketing, customer service, and public relations teams to maintain a positive online image.
- Key Responsibility Lead, supervise, and mentor a team of ORM specialists.
- Provide ongoing training and support to team members, ensuring they are up to date with best practices in ORM.
- Allocate resources effectively, track team performance, and provide constructive feedback to ensure team objectives are met.
- Conduct regular performance reviews and identify growth opportunities for team members.
- Online Reputation Monitoring:
- Monitor online reviews, mentions, and discussions across various platforms such as social media, review websites, and forums.
- Track sentiment around the brand and its products/services, using ORM tools and analytics platforms.
- Respond to customer reviews, inquiries, and complaints in a timely and professional manner.
- Monitor competitor activities to understand market trends and public perception.
Reputation Strategy Development & Execution:
- Develop and implement ORM strategies and action plans that align with the company's overall marketing and PR goals.
- Create and execute tactics to address negative reviews or content, ensuring the brands image is protected.
- Work with the marketing and communications teams to ensure positive stories and customer testimonials are shared and promoted.
- Collaborate with cross-functional teams to handle crisis communication and mitigate negative publicity.
Reporting & Analysis:
- Generate regular reports on online reputation performance, providing insights into trends, sentiment analysis, and areas for improvement.
- Present actionable insights and recommendations to senior management.
- Analyze online conversations and customer feedback to identify opportunities for brand improvement.
- Measure the effectiveness of ORM strategies and campaigns.
Customer Engagement:
- Engage directly with customers on various platforms to resolve complaints, answer queries, and turn negative experiences into positive ones.
- Develop templates and responses for common customer feedback issues to streamline engagement.
- Build and maintain strong relationships with key influencers, brand advocates, and online communities.
Crisis Management:
- Proactively identify potential threats to the companys reputation and take preventive action.
- Manage online reputation during a crisis, providing quick and effective responses to mitigate damage.
SEO and Content Optimization:
- Collaborate with SEO teams to ensure that positive content is well-optimized to improve search engine rankings.
- Work on creating or amplifying positive content such as testimonials, success stories, or case studies to boost brand image.
- Monitor and manage SEO performance related to online reviews and brand mentions.
Collaboration with Other Teams:
- Work closely with marketing, PR, and customer service teams to align ORM efforts with broader business objectives.
- Collaborate with legal teams to ensure that any negative online content is addressed in compliance with company policies and legal guidelines
Knowledge, Skills and Experience
Minimum of 3-5 years of experience in online reputation management, social media management, public relations, or a similar field, with at least 1-2 years in a supervisory or leadership role.
Strong understanding of ORM tools (e.g., Brand24, Google Alerts, Sprout Social, Trustpilot, etc.).
Experience with sentiment analysis, crisis management, and online review management.
Familiarity with SEO best practices and social media platforms.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Marketing & CommunicationRole Category: Digital MarketingRole: Social Media MarketingEmployement Type: Full timeContact Details:
Company: Narayana Health (NH)Location(s): Bengaluru
Keyskills: Online Reputation Management Media Monitoring Social Media Analytics Sprinklr ORM Reputation Management Social Listening Brandwatch
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