Swiggy Looking for Manager – ORM at Bengaluru, Karnataka, India Full Time

Job Responsibilities :-

An Online Reputation Manager (ORM) should manage a company or brand’s online reputation. He/she should monitor and respond to online activity, such as social media posts, news articles, and customer reviews, to maintain and improve their organization’s online image.

• Manage a team of ORM executives/TLs effectively to monitor and respond to online activity including social media, review websites and other platforms.
• Respond to customer reviews, comments, and complaints, and engage with customers in a personalized way.
• Should be able to prioritize tasks depending on urgency and impact/importance
• Analyze online feedback to identify trends and sentiments, and potential reputation risks and opportunities.
• Prepare regular s on online reputation metrics and provide insights to senior management.
• An ideal candidate will track social media platforms to find out what audiences are saying about our brand.
• You will play a key role in identifying negative messages posted about our company and recommend efficient ways to eliminate them. We need you to identify and potential threats to top management and help us craft adequate messages and mitigate risk.
• Analyze reputation factors and measure brand reputation
• Create an amazing client experience by providing positive content.
• Examine the facts surrounding social media (negative) comments to provide positive and professional responses.P
• Provide mechanisms to prevent and effectively deal with online reputation threats.
• Monitor and assess revised and new content to make improvement suggestions for SEO optimization.
• Good experience in people management and passionate about customer experience.
• Create a collaborative environment and motivate employees to achieve the organizational goals
• Ability to manage stress, experience in managing a challenging scenario.
• Strong leadership skills and ability to ensure the team understands job and business requirements and build team empowerment.M
• Manage Employee SAT on the floor.
• Be a strong mentor for front line leadership on the floor to deliver on ESAT and productivity.
• Manage Attrition, drive retention initiatives on the floor to manage tenured and experienced employees well
• Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job, Excellent interpersonal skills
• Analyse performance results and implement department improvements and Resolve escalated customer complaints
• Conduct daily, weekly, monthly and quarterly performance review with the TLs and be responsible to achieve Swiggy customer service goals
• Conduct real-time monitoring to achieve service levels like FRT/Resolution time/Csat etc.,

Qualifications Required

• Bachelor’s degree in Digital Marketing, Business Management, Communication, or related field (Master’s degree preferred)
• Prior experience in ORM management process will be ideal
• Experience in ORM tools like Sprinklr or any other platform will be ideal
• 5+ years of experience in customer relationship management with expertise in handling user feedback through different channels
• Strong Project management skills and ability to deliver and drive results
• Excellent communication skills including ability to communicate clearly, professionally, both verbal and written and at a level suitable for a variety of audience