Online Reputation Management (Contractual)

VaynerMedia is a contemporary global creative and media agency with expertise in driving relevance for clients and delivering impactful business results. The independently-owned company was founded in 2009 by Gary Vaynerchuk, and has offices in New York, Los Angeles, Toronto, Mexico City, London, Amsterdam, Singapore, Kuala Lumpur, Bangkok, Tokyo, Sydney and India. VaynerMedia has been recognized for its work at the Cannes Lions, the Clio Awards and The Webby Awards. Some of VaynerMedia APAC clients include PepsiCo, SK-II, YouTube, Burger King, Under Armour, and more. 

Culture is our key and Empathy is how we build it. VaynerMedia’s APAC is strong with a world-class combination of diverse backgrounds collaborating to put forward innovative, creative and strategic solutions to the one advantage that stands the test of time --- PEOPLE.

Job Summary:
We are seeking an experienced ORM (Online Reputation Management) Lead with a minimum of 3+ years of relevant experience. The role is for a short-term contractual position to work at our client's premises in Delhi. The selected candidate will oversee managing the brand's online reputation, handling customer queries, and ensuring the delivery of high-quality service across various online platforms.
Shift Timings: Rotational Shifts (12-hour shifts)

Contract Duration: 3 Months

Key Responsibilities:

• Monitor and manage the brand's online presence and reputation across various social media channels, forums, and review sites.
• Handle customer queries and complaints in a timely and professional manner, providing effective solutions.
• Collaborate with internal teams to escalate and resolve critical issues.
• Prepare daily and weekly reports summarizing key insights, trends, and feedback gathered from online platforms.
• Develop response strategies to address recurring issues and concerns related to the brand’s online reputation.
• Ensure 24/7 ORM coverage by working in rotational shifts and coordinating with team members for smooth operations.
• Maintain compliance with client guidelines and company policies during all interactions.

Required Skills and Qualifications:

1. Minimum of 3+ years of experience in Online Reputation Management (ORM), social listening, and customer engagement.
2. Strong communication skills with the ability to handle sensitive issues professionally and tactfully.
3. Proficiency in ORM tools (e.g., Konnect Insights, Brandwatch, Sprinklr, Locobuzz, etc.).
4. Ability to work efficiently in a high-pressure environment and manage multiple tasks simultaneously

VaynerMedia is an Equal Opportunity Employer. This means that VaynerMedia provides equal employment opportunities to all staff members and job applicants without regard to gender, pregnancy, marital or civil partnership status, gender reassignment, race, disability, sexual orientation, religious belief, part time or fixed term employment, age or any other legally protected class.