Team Manager - Social Media

Role overview

Team Manager - Social Media at Kotak Securities

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

Responsibilities

• Work towards enhancing and building the organization’s reputation by constantly measuring the effectiveness of your strategies.
• 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.”
• Understand the Level of the threat and analyze and manage Online Identities.
• Discuss and respond and continuously follow-up Plan Strategy and Implementation.

Employment details

• Location: India

Additional role details

• Social Media
• Grade – E1/E2
• Years of Experience – 2 – 5 years of experience
• The utmost role and responsibility of a reputation manager is to create and maintain a favorable brand image of the company and its products.
• He/she is in charge of every social media account of the company’s brands and monitors how the brands are engaging with the audience.
• ORM also handles negative publicity even on the review and rating websites.
• Put Forth Company’s Best Image:
• A company’s reputation depends on the way its customers, employees and investors view it.
• One tweet, one Facebook post, and even one review can influence these factors for better or worse.
• ORM should put forth an image which conveys the message that the company values customer responses.
• This is achieved by always making sure you reply to the reviews, queries or complaints that the customer may have.
• Expectations from ORM:
• 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.
• 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