Manager ORM & Care Operations ( 84405587 )

17 Nov 2025

Marketing

Mumbai

1. Manage day-to-day ORM operations across shifts.
2. Ensure 24x7 monitoring and timely response to brand mentions/customer
feedback.
3. Collaborate with internal teams to develop and execute weekly ORM
content calendar.
4. Adapt content from BUs ensuring alignment with ongoing marketing and
service communication.
5. Deliver comprehensive reports on social media sentiment, customer
voice, competitor benchmarking and issue trends.
6. Provide insights to marketing teams to drive service improvements and
brand strategy.
7. Monitor and manage brand mentions across all digital/social media
channels (forums, blogs and review sites)
8. Work closely with customer service, network ops. and state/regional
teams to close feedback loops.
9. Resolve service issues impacting brand perception and ensure positive
brand image.
10. Build and maintain strong relationships with key social media
influencers & digital advocates within the telecom/IT ecosystem.
11. Proactively manage influencer sentiment to prevent negative public
discourse.
12. Liaise with Product, Customer Experience and Regional BUs to
communicate customer insights and sentiment analysis.
13. Collaborate with Corporate Comm. for crisis management on social
media.
14. Identify and Report fake social media handles, misleading content,
deepfake and applications for proactive take-down.

Graduation or Equivalent

8 to 12 years

1. Deep understanding of social media, ORM platforms and analytics
tools.
2. Strong communication, stakeholder management, and team leadership
abilities.
3. Proven experience in handling large-scale ORM operations in Telecom
or IT industries.
4. Hands-on experience of working on listening tools.
5. Analytical and data-driven approach with attention to detail and
accuracy.
6. Proactive crisis management, issue resolution, and sentiment
improvement skills.
7. Ability to work in a fast-paced, digital environment with prompt
availability.