ORM Executive

Job Description – ORM Executive (Online Reputation Management)

• *Company:** Realatte Ventures Ltd.
• *Location:** Mumbai
• *Experience:** 1–3 Years
• *Industry:** Digital Marketing / Advertising Agency
• *Joining Preference:** Immediate Joiners Preferred

Job Summary

Realatte Ventures is looking for a proactive and detail\-oriented **ORM Executive** to monitor, manage, and enhance the online reputation of real estate brands across multiple digital platforms. The ideal candidate should have experience in online reputation management, customer engagement, review monitoring, sentiment analysis, and complaint resolution, preferably within a digital marketing agency.

Key Responsibilities

• Monitor online brand reputation, customer feedback, reviews, queries, and brand mentions across digital platforms.
• Draft and publish professional responses to customer reviews, comments, complaints, and queries.
• Track brand and real estate project mentions across:
• **Google Platforms:** Google Business Profile (GBP), Google Maps, and Google Search.
• **Real Estate Portals:** 99acres, Magicbricks, Housing.com, PropTiger, Makaan, and Square Yards.
• **Broker Platforms:** Broker websites, microsites, property blogs, and listing pages.
• **Media Platforms:** News websites, PR coverage, official announcements, and media publications.
• **Review \& Q\&A Platforms:** MouthShut, Justdial, Quora, and other relevant platforms.
• **Social Media:** Instagram, Facebook, LinkedIn, X (Twitter), and other digital channels.
• Identify, document, and escalate negative reviews, customer complaints, and sensitive issues to clients for timely resolution.
• Conduct sentiment analysis to identify reputation risks, customer concerns, and emerging negative conversations.
• Coordinate with clients, social media teams, and internal stakeholders to resolve complaints and maintain consistent brand communication.
• Maintain detailed review trackers, escalation logs, response status reports, and ORM performance dashboards.
• Prepare daily, weekly, and monthly ORM reports highlighting brand sentiment, customer feedback, response timelines, and unresolved issues.
• Monitor competitor reputation, online conversations, and industry trends.
• Support crisis communication and proactively identify potential reputation management challenges.
• Ensure timely responses while adhering to defined ORM escalation protocols, turnaround times, and SLAs.

Key Requirements

• 1–3 years of relevant experience in **Online Reputation Management (ORM)**, preferably in a digital marketing or advertising agency.
• Experience managing online reviews, customer feedback, brand mentions, and complaint escalations.
• Familiarity with real estate portals such as 99acres, Magicbricks, Housing.com, and other property listing platforms.
• Strong understanding of Google Business Profile, Google Reviews, social media monitoring, and online reputation management.
• Excellent written and verbal communication skills, with the ability to draft professional responses.
• Knowledge of ORM and social listening tools such as Brandwatch, Sprout Social, Hootsuite, Mention, or similar platforms.
• Strong reporting, documentation, analytical, and problem\-solving skills.
• Ability to handle multiple client accounts, prioritize escalations, and meet deadlines.

Preferred Candidate

• Prior experience working with a digital marketing or advertising agency.
• Exposure to real estate brands, developers, or property\-related campaigns will be an added advantage.
• Strong understanding of online reputation monitoring, review management, and crisis handling.
• **Immediate joiners or candidates with a short notice period will be given preference.**

Pay: ₹20,000\.00 \- ₹30,000\.00 per month

Work Location: In person