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ORM Director (Online Reputation Management)
Location: Gurugram, Haryana
Experience: 8–15 Years
Industry: Digital Marketing / Advertising Agency / Brand Communications
Employment Type: Full-time
Role Overview
We are seeking an experienced ORM Director to lead reputation management strategies for clients across digital platforms. The role requires expertise in online brand monitoring, crisis management, social listening, review management, stakeholder communication, and digital reputation building. The candidate will lead ORM teams, develop proactive reputation strategies, and ensure strong brand sentiment across online channels.
Key Responsibilities
Reputation Strategy & Leadership
- Develop and implement comprehensive Online Reputation Management (ORM) strategies for clients.
- Build proactive brand reputation frameworks across social media, search engines, review platforms, forums, and news portals.
- Monitor and analyze brand sentiment, audience perception, and reputation risks.
- Drive long-term reputation enhancement initiatives aligned with business objectives.
Crisis & Escalation Management
- Lead crisis communication and reputation recovery initiatives.
- Create escalation matrices and response protocols for negative publicity and online crises.
- Coordinate with PR, legal, social media, and client teams during critical situations.
- Ensure timely resolution of reputation-related issues.
Social Listening & Monitoring
- Oversee social listening and sentiment analysis activities.
- Track brand mentions, competitor activities, emerging trends, and consumer conversations.
- Generate actionable insights from monitoring tools and audience data.
- Identify potential reputation threats before escalation.
Team Management
- Lead ORM specialists, analysts, content teams, and community managers.
- Establish KPIs and performance metrics for the ORM function.
- Conduct training sessions and mentorship programs.
- Drive operational excellence and quality assurance.
Client Management
- Act as the primary reputation advisor for key client accounts.
- Present ORM reports, insights, and strategic recommendations to clients.
- Build strong client relationships and identify opportunities for account growth.
- Participate in business development and new client pitches.
Reporting & Analytics
- Develop dashboards for reputation health tracking.
- Measure sentiment scores, share of voice, brand perception, and engagement metrics.
- Provide monthly and quarterly performance reports with strategic recommendations.
- Analyze ORM campaign effectiveness and ROI.
Required Skills
- Strong expertise in Online Reputation Management, Social Listening, and Digital PR.
- Experience with tools such as Meltwater, Brandwatch, Sprinklr, Talkwalker, Mention, or similar platforms.
- Deep understanding of search engine reputation management (SERM).
- Excellent crisis communication and stakeholder management skills.
- Strong analytical and reporting capabilities.
- Outstanding written and verbal communication skills.
- Leadership experience managing cross-functional teams.
Qualifications
- Bachelor’s degree in Marketing, Communications, Journalism, Public Relations, or related field.
- 8+ years of experience in ORM, Digital Marketing, PR, or Brand Communications.
- Proven experience handling large enterprise or consumer brand accounts.
- Experience working in advertising, digital, or integrated marketing agencies preferred.
Interested candidates please mail your resume at hello@whizzhr.com
Warm regards,
Sairose Mosani
Whizz HR