Netscribes - ORM Manager

Hiring For ORM Manager at Netscribes,Mumbai

Business Description :

- Netscribes is a market intelligence and content marketing firm, with delivery centers in Mumbai, Kolkata and Gurgaon. Our clients are spread across the US, Europe, Asia Pacific and India.

- In 2014, Netscribes incubated a new business for providing content creation and process support services for clients in the eCommerce domain. We are one of the few players in India in this highly volatile and fast growth space today.

The primary service offerings are :

1. Catalogue development

2. Authoring, image enhancements and quality checks for product descriptions

3. Backend support for product listings, quality control and seller management

Responsibilities & Duties :

Account Management :

1. Delivery: Responsible for end-to-end delivery management of ORM projects with a focus on enhancing and building the clients' reputation with constant collaboration.

2. Quality Management: Define guidelines and processes for quality control, and establish policies and procedures, systems and standards that will avoid any negative impacts on the project/client.

3. Customer Relationship Management: Build strong relationships with stakeholders in the client organization. Join key review meetings with the client to understand requirements, elicit feedback, and manage expectations.

4. Manage and deliver all ad hoc requirements from the client with high quality and in a timely manner.

5. Responsible for the overall brand tracking on various channels with analysis of reputation factors and account for the successful management of client and brands reputation.

6. Reviewing the reports and social media deliverables across projects and mentoring the team on quality improvements.

7. Work towards elevating the quality of project deliverables to meet the defined standards of quality in line with the expectations of clients.

8. Constantly identify opportunities for enhancing productivity and quality via process improvements while ensuring adherence to compliance with internal systems and quality policies

9. Work with new and existing team members towards ensuring a robust and ongoing training plan

Experience & Skill-sets :

1. At least 5+ years of relevant experience in managing Social Media ORM projects

2. Demonstrated experience in managing large teams of social media analysts and quality analysts, with

a strong background in project and process management

3. Must have hands-on experience of ORM delivery in an agency with a strong understanding of managing the customer experience on digital channels

4. Possess an understanding of the social web, including blogs, forums, social networks, microblogs, photo/video sharing sites, play store/app store ratings and reviews etc.

5. Strong written and verbal communication, ability to design engagement and interactions with customers in line with the brands social identity

6. Possesses great ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.

7. Ability to multitask, delegate efficiently, and thrive in a fast-paced, dynamic environment with minimal supervision

8. Good knowledge of excel formula, data cleaning & various other excel sheet components for accurate data for preparing & managing social media reports and trackers.

9. Excellent project management, problem-solving, interpersonal, client interactions/presentations with strong written and verbal communication skills

Shift timings : General

Location : Mumbai(Lower Parel) (work from home as of now)

Contact person : Pritam Majumder