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Meraqi Digital
We are looking for a Junior ORM Executive for our agency to create and manage listings for some of our clients. A Junior ORM Executive will be responsible for monitoring, connecting, conversing and engaging to enhance a brands online reputation.
Expectations
- 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 audiences comments, conversations, complaints and feedbacks about the brand
- Recommending suggestions for improvements by preparing presentation reports over conversations analysed through tool comprising the below
- What are people talking the most about the brand sentiment summary?
- Which social platform or a blog or a review site has received the maximum buzz in terms of people talking?
- Any specific enhancement people want from the brand?
- Any particular aspect of existing customers dislike about the brand?
- Which particular state or region from where conversations are highest or lowest?
- 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
- Assist in new benchmarks within social care
Responsibilities
The ORM Executive is responsible for on-line content, tracking and analysis of reputation factors and account to successful management of Brands reputation
- Facilitate problem resolution along with other questions
- 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 & social communities, consumer forums, etc.
- Commenting positively on the most influential/negative forums and comments
- Specialize in prevention and repair of the Online Reputation Threats
- Investigating the facts about the Comments
- Understand the Level of the threat and analyze and manage Online Identities
- Discuss and respond and continuously follow-up Plan Strategy and Implementation
- Utilizing sophisticated Online and Offline Techniques in promoting Positive and Neutral Comments
- Manage all review content and take necessary steps to curb inappropriate content
- Track, analyze and make recommendations to account for new or revised content; optimize for SEO
- Evaluate review and survey data for trends and anomalies
- Coordinate monthly performance review and recommendations
- Analyze online statistics; overall trends and subsets by Sites/Rating/Keywords, identify on-going trends and potential mitigation solutions
- Provide daily, weekly and quarterly analysis to the senior management
Educational & Professional Requirements
- A degree in digital marketing, social media marketing/branding is recommended
- Bachelors or Masters in Business Management or Mass Communication would be preferred
- Working knowledge/familiarity with social listening tools
- Hands on experience on social analytics and BI Tools
- Content development and management expertise is required
- Additional tools like SEO and knowledge in programming will be an added advantage
- Outstanding command over written English
- Experience in Education Industry would be an added advantage
Technical Expectations
ORM Executive is expected to work on the following areas, manage proper reporting & recommendations and take necessary corrective steps.
- Share of Voice Report
- Sentiment Analysis Report
- YouTube Analytics and Channel Creation, Management and Reporting
- Facebook Page Creation, Management and Reporting
- Instagram Page Creation, Management and Reporting
- LinkedIn Page Creation, Management and Reporting
- Google My Business Complete Handling
- Glassdoor
- Various Property Websites