Opening For an ORM Manager with Club Mahindra in Mumbai

Job Description

Role & responsibilities:

1. Social Listening & Sentiment Monitoring

• Monitor brand conversations across social media platforms, forums, blogs, and review sites.
• Track and analyze sentiment trends to identify emerging issues, opportunities, and brand perception shifts.
• Use social listening tools to identify customer feedback, complaints, and brand mentions in real time.

2. Response & Engagement Management

• Develop and manage response frameworks and escalation protocols for customer queries, complaints, and feedback.
• Ensure timely, empathetic, and brand-consistent responses across platforms.
• Manage both reactive responses and proactive engagement to build a positive brand voice.

3. Review & Ratings Management

• Oversee and manage ratings and reviews across OTA platforms and listing platforms including Google Business listings and OTA.
• Ensure improvement in overall review scores and maintain strong response turnaround times.

4. Community Platform Monitoring

• Track and manage brand sentiment on discussion platforms such as Reddit, Quora, FB community and other hospitality forums. Identify relevant conversations and ensure appropriate engagement or clarifications where needed.

5. Complaint Tracking & Resolution

• Maintain a structured system to track social complaints and resolution status.
• Work closely with internal teams to ensure timely issue resolution.
• Escalate critical reputation risks and sensitive cases appropriately.

6. Agency & Stakeholder Management

• Act as the primary liaison with the ORM agency to ensure strategic alignment and execution.
• Guide the agency on response tone, engagement strategy, and crisis management.
• Collaborate with internal teams including Customer Experience, PR, Marketing, and Operations.

7. Reporting & Insights

Prepare regular ORM dashboards and reports covering sentiment trends, response SLAs, complaint resolution metrics, platform-wise reputation scores. Provide actionable insights to improve customer experience and brand perception.

Key Skills & Competencies

• Strong expertise in Online Reputation Management and Social Listening
• Excellent written and verbal communication skills
• Ability to handle sensitive complaints and reputation crises
• Strong analytical skills with experience in sentiment analysis
• Experience managing ORM tools and dashboards
• Strong stakeholder and agency management capabilities
• Customer-first mindset with strong problem-solving abilities

Preferred candidate profile:

• 7+ years of experience in ORM, social media management, or digital reputation management
• Experience in hospitality, travel, OTA, or consumer internet brands
• Proven track record of managing large-scale digital brand conversations
• Familiarity with review ecosystems, OTA platforms, and community discussion platforms

More Info

Education