ORM Executive

Responsibilities:

• Social Media Engagement Planning: Work closely with the content and design teams to strategically plan monthly engagement initiatives across all social media platforms.
• Trend Guidance & Execution: Guide the studio, design, and content teams on current social media trends and ensure these trends are effectively incorporated and executed in campaigns.
• Campaign Performance Analysis: Analyze campaign results using data, guiding the internal team on performance insights and collaborating to plan improvements for future efforts.
• Engagement Strategy Development: Create and present comprehensive strategies aimed at significantly improving social media engagement metrics.
• Competitive Analysis: Track competitor numbers, new initiatives, and conduct monthly competitive benchmarking to identify market trends and opportunities.
• Process Improvement: Implement new processes to build efficiencies for overall social media efforts, streamlining workflows and enhancing productivity.
• Daily Social Media Operations: Manage daily social media operations, ensuring consistent posting, community interaction, and brand presence.
• Social Media Ownership: Act as the owner and custodian of the brand's social media presence within the team, ensuring brand voice and guidelines are maintained.
• Social Media Reporting: Conduct regular data reporting and prepare monthly dashboard presentations on social media performance for management.
• Online Reputation Management (ORM):
• Ensure that all ORM efforts are effectively implemented to drive a positive brand reputation across various digital platforms.
• Ensure effective and optimized use of the designated ORM tool.
• Implement daily response management protocols for customer queries and feedback across digital channels.
• Collaborate closely with Customer Support, Tech, Sales, and Revenue teams to ensure timely and accurate resolution of customer queries.
• Manage and optimize the Turnaround Time (TAT) for first-level responses and continuously seek efficiencies in overall response TATs.
• Conduct regular data reporting and prepare monthly dashboard presentations on ORM performance for management.

Required Skills:

• Experience in planning and executing social media engagements.
• Ability to guide design and content teams on social media trends.
• Proficiency in analyzing campaign data and planning improvements.
• Skills in creating and presenting social media engagement strategies.
• Experience in tracking competition and competitive benchmarking.
• Ability to implement new processes for social media efficiency.
• Strong understanding and experience in daily social media operation management.
• Proven ownership and custodianship of social media presence.
• Experience in regular data reporting and dashboard presentations.
• Demonstrated ability to drive positive brand reputation across digital platforms.
• Proficiency in using ORM tools.
• Experience in daily response management to customer queries.
• Ability to work closely with cross-functional teams (Customer Support, Tech, Sales, Revenue) for query resolution.
• Skills in managing and improving response TATs.
• Excellent communication, analytical, and problem-solving skills.