Job Title: Online Reputation Management (ORM) SpecialistCompany: Location: MumbaiExperience: 6 - 7 yearsType: Full-timeKey Responsibilities (ORM + Voice of Customer Insights)● Monitor and track Dealing’s brand mentions across social media, Google Reviews, appstores, forums, communities, and news platforms● Respond to customer comments, DMs, complaints, and queries in a calm, professional,and brand-aligned tone● Manage negative sentiment, misinformation, and rumor control through structuredescalation and accurate communication● Coordinate with Customer Support, Product, Compliance, Risk, and Marketing teams toensure quick resolution and closure of issues● Build and maintain response templates for common customer topics (account, KYC,deposits, withdrawals, pricing, features, market access)● Extract customer insights from comments, reviews, DMs, tickets, and communityconversations to identify recurring pain points, objections, feature requests, and trustgaps● Share weekly “Voice of Customer” insights with internal teams, including top complaints,confusion areas, sentiment drivers, and recommended fixes / messaging improvements● Prepare a weekly ORM report covering mention volume, sentiment trends, recurringissues, escalations, and improvement recommendations● Flag early signals of churn triggers and reputation risks, and recommend proactivecommunication to prevent escalation● Drive improvements in FAQs, onboarding flows, product messaging, and support SOPsbased on customer learnings● Support product launches and campaigns by ensuring fast, consistent, and high-qualitycommunity responses● Should be able to use insights from the ORM to improve the communication, marketinginitiatives, social media / contentRequired Skills● 6-8 years of experience in ORM / Social Listening / Customer Communication /Community Management● Strong written communication skills in English and should be able to create content forORM on own● Ability to respond under pressure with maturity and clarity (especially in BFSI/fintechcontext)● Strong understanding of social platforms: Instagram, X (Twitter), LinkedIn, YouTubecomments, Reddit/Quora, Google Reviews● Familiarity with ORM tools like Sprinklr / Meltwater / Brandwatch / Talkwalker /Locobuzz / Hootsuite● Ability to work with internal teams and close loops on customer issues● Good judgement on what to respond to vs what to escalate, should be able to anticipatecrisis at the right time● Should have experience of handling ORM Crisis in the past, BFSI / Global experiencewill have advantage● Should be able to work in multi-country setup ORM with regional languages in differentcountries.
Job Title
Online Reputation Management