Online Review Management Role

Expectations from ORM:

- Social Listening

- Social CRM

- Social Analytics

- Regularly produce positive content for engagement with the audience.

- Have an understanding of search engine behavior, social media, forums, blogs, ratings and reviews, etc. These are considered to be the most important and basic skills of a reputation manager.

- Work towards enhancing and building the organization's reputation by constantly measuring the effectiveness of your strategies.

- Establish policies and procedures, systems and standards that will avoid any negative impacts on the organization.

- Reaching out to dissatisfied customers is an important procedure to control negative reviews. Moreover, focusing on forums, tweets, images, and writing effective blog posts,\ or publishing positive reviews is also the responsibility of a reputation manager.

- Be well prepared for taking immediate action when the company's reputation has been tarnished.

- Research online to find out all the negative keywords associated with a brand or individual and publish positive content that can then neutralize the effect of the former.

- Lead the management team in maintaining and improving the company's reputation.

- Handle difficult situations such as internet blackmail and ethical manipulation of search engine results or reviews.

- Development of Positive Content, scheduled regular positive stories to build trust

- Engagement with the Audiences, based on positive attributes of the brand

Key Responsibilities:

- The ORM Executive is responsible for on-line content, tracking and analysis of reputation factors and account to successful management of Brand's reputation.

- Facilitate problem resolution along with other questions.

- Consistently create an exceptional consumer experience with each contact via inbound / outbound post/tweet/email.

- 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