Head of ORM Specialist

As the Head of ORM Specialist, you will be responsible for monitoring, analyzing, and managing the online reputation of the brand. Your primary focus will be to gather customer feedback across all online platforms, respond promptly to negative reviews in collaboration with the PR team, and develop and implement a global ORM strategy across regions. You will lead the ORM team, ensuring the creation of a positive information environment around the brand.

Key Responsibilities:

Monitoring and Analysis:

• Track brand mentions on forums, social media, review sites, rating platforms, and other online channels.
• Collect and systematize customer feedback; conduct regular sentiment analysis and prepare detailed reports.

Crisis Management:

• Respond promptly to negative reviews and crisis situations: develop response scenarios and coordinate actions with the PR department.
• Implement measures to neutralize negative impact and restore audience trust.

Strategy and Optimization:

• Develop and execute a global ORM strategy for the region, aimed at enhancing the brand's positive image.
• Collaborate with other departments (marketing, PR, customer service) to align initiatives and address process bottlenecks.
• Prepare and maintain detailed tables, charts (e.g., Gantt charts) to monitor response times and task completion quality.

Financial Control:

• Monitor and manage the budget allocated for ORM activities, regularly prepare financial reports, and analyze the effectiveness of resource allocation.

Requirements:

• 3-5 years of experience in ORM, crisis management, or SERM.
• Proficiency in monitoring and analytics tools (Brand24, Mention, Google Alerts, etc.).
• Knowledge of sentiment analysis techniques and experience working with large data streams.
• Experience in developing and implementing brand reputation management strategies.
• Strong communication skills and the ability to build effective relationships with internal and external stakeholders.
• Ability to multitask and respond quickly to crisis situations.
• Higher education, preferably in marketing, PR, or communications.

Challenges:

• Processing large volumes of information from various sources in real time.
• Responding promptly to negative mentions and minimizing their impact on the brand.
• Developing a unified ORM strategy for the region, considering the specifics of different online platforms and audiences.
• Coordinating actions with cross-functional teams to quickly resolve emerging issues.
• Continuously updating knowledge and tools in a dynamic digital environment.

Personal Qualities:

• Analytical mindset and attention to detail.
• Quick reaction and stress resistance.
• Excellent communication and persuasion skills.
• Initiative and proactiveness.
• Ability to work effectively in a team and foster collaboration between departments.
• Willingness to continuously learn and adapt to changes.

Key Deliverables:

• An integrated online reputation management system that ensures:
  • High positive sentiment of online mentions.
  • Rapid response to negative reviews and minimization of their impact.
  • Seamless collaboration between departments to resolve customer issues promptly.
  • Improved ratings on key platforms (Google Maps, thematic portals, etc.).
  • Increased customer trust and loyalty, contributing to sales growth and brand strengthening.

As the Head of ORM Specialist, you will play a pivotal role in shaping the brand's online presence, ensuring its reputation remains strong and positive across all digital platforms. If you are ready to take on this challenge and lead a team in a fast-paced, dynamic environment, apply today!