JOB BRIEF:
Jr. ORM Executive is responsible to monitor, connect, converse, engage and enhance brand s online reputation.Be a representative of Adaired Digital Media Pvt Ltd, aids its clients by acting as a central point of contact for leveraging brand s online reputation; to support various objectives for reputation, branding and audience engagement.
ROLES & RESPONSIBILITIES:
· Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible
· Connect, converse and engage with the target audience on digital platforms across, on behalf of the brand thereby attending response management.
· Promptly respond to negative comments, feedbacks, redressing complaints within clients specified turn-around time thus making the user journey with the brand worthwhile.
· Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online.
· Acknowledging compliments showcasing the same on brand social media pages.
· Effectively identifying and utilising social listening tools for response management.
· Sharing the brand comments on real-time basis with the respective brand associates/managers.
· Categorise data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully.
· Assist the brand to effectively position itself, eliminate weak-links, leverage strength-points and tap the target audience by collecting, collating and sharing insights through analysis of incoming audience’s comments, conversations, complaints and feedbacks about the brand.
· Giving a way forward strategy and providing a new direction to the brand for making the consumer experience better
· Benchmarking our brand against competition on the same metrics
· Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action
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