ORM Analyst

Graduate and above

All genders

6 days working | Day Shift

Job Benefits: PF

PAN Card, Aadhar Card, Bank Account

Job Title: Online Reputation Management (ORM) Analyst
Company name: Shariden Pvt Ltd.
Department: Marketing / Digital Communications
Location: Mahadevapura
Experience Required: 1 Year in ORM, Digital Marketing


Job Summary:
We are seeking a proactive and analytical Online Reputation Management (ORM) Analyst to monitor, manage, and protect the online image of ILIFE—a leading manufacturer of robotic vacuum cleaners. The ideal candidate will actively monitor brand mentions, online reviews, forums, and social media discussions, while resolving grievances and enhancing the brand's digital presence and sentiment.

Key Responsibilities:
1. Monitoring & Response
• Continuously monitor brand mentions across platforms such as Amazon, Reddit, forums, blogs, review sites, and consumer complaint forums (e.g., NIC cases).
• Track customer reviews, queries, and complaints on Amazon (ILIFE Amazon Store), Flipkart, and other marketplaces.
• Manage and respond to online queries through chatbot systems and direct replies to users on platforms.
• Escalate unresolved or critical technical issues promptly to the appropriate internal technical or customer support teams for resolution.
2. Reputation Improvement
• Identify negative feedback and implement strategies to suppress or neutralize them, including outreach, customer engagement, and content-driven solutions.
• Collaborate with the content team to promote positive testimonials, success stories to offset negative press.
• Work with community managers to improve brand perception on Reddit and other public forums.
3. Sentiment & Trend Analysis
• Analyse online sentiment, customer feedback trends, and engagement metrics using tools like Google Alerts, Brand24, Hootsuite, or custom dashboards.
• Prepare weekly and monthly reports summarizing key insights, highlights, risks, and actions taken or proposed.
4. Stakeholder Collaboration
• Liaise with marketing, product, and technical support teams to highlight recurring product issues and customer pain points.
• Provide insights to web teams for UI/UX or product content enhancement based on customer sentiment and feedback.

Key Skills & Tools Required:
• Strong understanding of online reputation tools and platforms (e.g., Google Alerts, SEMrush, Sprout Social, Mention, Hootsuite).
• Excellent written and verbal communication skills.
• Problem-solving mindset with ability to handle sensitive situations tactfully.
• Knowledge of consumer electronics/e-commerce ecosystems, especially Amazon seller backend and customer management.
• Familiarity with sentiment analysis tools and chatbot systems.
• Basic SEO understanding is a plus.

Qualifications:
• Bachelor's degree in Marketing, Communications, Digital Media, or related field.
• Prior experience in ORM for a tech or consumer electronics brand preferred.