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 company\'s 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 Company\'s Best Image : - A company\'s 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 company\'s 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 organization\'s 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 company\'s 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 company\'s 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 Brand\'s 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 & (ref:updazz.com)

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