As an Online Reputation Manager (ORM), you will be the digital guardian of our brand’s image. Your primary mission is to monitor, influence, and improve how our company is perceived across the web. You will sit at the intersection of Public Relations, Customer Service, and Digital Marketing, ensuring that our brand story remains positive, authentic, and engaging.
Brand Monitoring: Track brand mentions, keywords, and sentiment across social media, review sites (Google, Yelp, Glassdoor), forums (Reddit), and news outlets using social listening tools.
Review Management: Develop and execute strategies to encourage positive customer reviews. Draft professional, empathetic, and timely responses to both praise and criticism.
Crisis Mitigation: Identify potential PR "fires" early and collaborate with leadership to neutralize threats before they escalate.
Content Strategy: Work with the SEO and Content teams to push positive, owned content (articles, press releases, profiles) to the first page of search engine results (SERPs).
Stakeholder Reporting: Provide monthly reports on sentiment analysis, Net Promoter Score (NPS), and the success of reputation-building campaigns.
Community Engagement: Foster a positive community by engaging with followers and influencers to humanize the brand.
Category
Requirements
Experience
3+ years in PR, Digital Marketing, or Social Media Management.
Tech Stack
Proficiency with tools like Brandwatch, Meltwater, Hootsuite, or Google Alerts.
Communication
Exceptional writing skills with the ability to adapt tone (from professional to conversational).
Soft Skills
High emotional intelligence, "thick skin" for handling online trolls, and calm under pressure.
Technical
Basic understanding of SEO (Search Engine Optimization) and how it affects brand perception.