Manager - ORM

About Dentsu International India: Awarded the Oscars of the advertising world, The Cannes Global Agency of the Year 2022 (a first for India!) Dentsu international comprises of six leadership brands - Carat, dentsu X, iProspect, Isobar, dentsuMB and Merkle, each supported by its specialist divisions and scaled services. With best-in-class services and solutions in Media, Customer Experience Management (CXM), and Creative, dentsu international operates in over 145 markets worldwide with more than 66,000 dedicated talented employees working together to reach the never before! Part of dentsu International, dentsu India helps some of the biggest & most interesting brands who are our clients everyday to win, keep and grow their best customers and achieve meaningful progress for their businesses. With best-in-class services and solutions in Media, CXM (Customer Experience Management) and Creative, Dentsu India is the 2nd biggest Advertising agency network in India while the dentsu international is the 5th largest in the world. In good times and bad, we partner with brands to achieve meaningful progress as we are a force for good & for meaningful growth. Our teams of optimists, entrepreneurs and first-movers coalesce around the needs of our clients, unlocking unique possibilities for sustainable value and lasting change. Learn more at: Role Summary: Job title: Manager - ORM Location: Mumbai Experience: 5 to 7 years Job Description A Manager – ORM is responsible to monitor, connect, converse, engage and enhance brand’s online reputation. Be a representative of Dentsu Creative, aids its clients by acting as a central point of contact for leveraging brand’s online reputation; to support various objectives for reputation, branding and audience engagement. Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible Connect, converse and engage with the target audience on digital platforms & across, on behalf of the brand thereby attending response management Promptly respond to negative comments, feedbacks, redressing complaints within client’s specified turn-around time thus making the user journey with the brand worthwhile Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online Acknowledging compliments & showcasing the same on brand social media pages Effectively identifying and utilizing social listening tools for response management Sharing the brand comments on real-time basis with the respective brand associates/managers Categorize data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully Assist the brand to effectively position itself, eliminate weak-links, leverage strength-points and tap the target audience by collecting, collating and sharing insights through analysis of incoming audience’s comments, conversations, complaints and feedbacks about the brand Recommending suggestions for improvements by preparing presentation reports over conversations analyzed through tool comprising the below; ▪ What are people talking the most about the brand- sentiment summary? ▪ Which social platform or a blog or a review site has received the maximum buzz in terms of people talking? ▪ Any specific enhancement people want from the brand? ▪ Any particular aspect of existing customers dislike about the brand? ▪ Which particular state or region from where conversations are highest or lowest? ▪ Giving a way forward strategy and providing a new direction to the brand for making the consumer experience better? ▪ Benchmarking our brand against competition on the same metrics? Maintain and circulate daily, weekly and monthly ORM reports to internal departments for their information and further action Assist in new benchmarks within social care Graduate or holder of UGC approved Diploma in Mass Media / Marketing Communication / Advertising or equivalent Certification in Digital Media / SEO / SEM / Ecommerce will be added honours 2-4 years of work experience with a brand, digital/social/advertising/creative/media agency Professional-level proficiency in English, excellent written & oral communication, MS-Excel skills Good knowledge of Social Media Channels, Digital Media and Online Reputation management is a must Basic knowledge of social media/digital listening tools like Hootsuite Insights, etc. Must be informed and active follower of social and digital space trends and activity and possess a keen eye for detail Enthusiastic and eager to learn and explore various facets of the job, new-age digital advertising Must be able to perform and be collaborative under pressure situations and tight deadlines Must be adept to working in a dynamic team structure To apply, pls apply here as well as send us your updated CV mentioning the below details to Pratiksha.sharma@dentsu.com (so we are able to process your candidature faster): Email subject: Ref: LinkedIn – Manager - ORM Name: Mobile: Email: LinkedIn profile link: Current company: Designation: Total years of work experience: Are you comfortable working from Worli Mumbai: Annual ctc (in a fixed+variable split if so structured): Salary expectations Notice period: Pls attach your CV We thank you for sending us your profile & details for this role . If your profile gets shortlisted for roles with us, we look forward to a conversation with you to learn about more of what makes you awesome! Dentsu International is growing exponentially as we help our clients make meaningful progress as champions of good change. Come be a part of this amazing journey, together with some of the best minds in the business that call us home. Follow us on LinkedIn to stay updated: Working with us (Our Culture & Ethos) Joining dentsu international, you’ll join a team of 66,000 driven, talented & gifted individuals who work in functions across Media, Creative, Customer experience management & Shared Services. Here, they collaborate every day to write inspiring stories of growth & learning, audacious innovation & dreams that they turn into reality..having a lot of fun as they do that! It is a place of incredible spirit, drive & growth! Inclusion and Diversity We’re proud to be different and that starts with our people. We believe in equal opportunities for everyone. We won’t define people by their race, gender, sexual-orientation, age or disability. Individuality is what makes us great, we want everyone to bring their full self to work and create something amazing. That’s what we care about. So, whether you’re joining us, or looking to move to a different part of the business, we work hard to make sure we create equal opportunities for everyone.