Senior Executive – Online Reputation Management (ORM)

Company Description:
We see ourselves as a bunch of crazy maniacs who refuse to understand "It Can Not Happen". People know us for building the most awesome e-bikes (electric bicycles) but, how we see it is "We believe we are changing the world, one e-bike at a time, and playing a part in bringing India to the Global map for EVs." The company aims to bring across top-quality eBikes which would currently cost way more in the Indian market at an affordable price utilizing its local sourcing and manufacturing capabilities.
Let's talk numbers We are currently the market leader in India across the e-bike category and are just on the verge of announcing our series C. Having grown from a team of 5 to 150+ across the globe, from a small garage to offices across 15 countries and clocking in INR 300+ Cr revenue in first three years of operations. We have raised a series B from global investors. We think this is a great start to our exciting journey.
We think this is a great start to our exciting journey.
Come, join us, help us transform the world, mobility, and have a blast while doing it! Think you are the right fit? Feel free to apply!
Role Purpose
The Senior Executive – ORM will be responsible for managing the brand’s online reputation, handling customer escalations across digital platforms, and driving organic growth in brand visibility and positive customer sentiment. The role will focus on proactive reputation monitoring, effective escalation management, and identifying opportunities to strengthen the brand’s digital presence through authentic customer engagement.
Key Responsibilities
1. Online Reputation & Escalation Management
Monitor customer feedback, complaints, reviews, and brand mentions across social media, online review platforms, forums, and other digital channels.
Take ownership of escalated customer issues and coordinate with internal teams for timely resolution.
Draft professional, empathetic, and brand-aligned responses to customer feedback and complaints.
Identify recurring customer concerns and work with relevant stakeholders to implement corrective actions.
Ensure adherence to response timelines, escalation matrices, and service-level agreements (SLAs).
2. Organic Online Reputation Growth
Work with internal teams to address customer pain points and improve overall online sentiment.
Monitor brand mentions, customer discussions, reviews, and sentiment trends to identify reputation-building opportunities.
Ensure all reputation-building activities remain authentic, transparent, and compliant with platform guidelines.
3. Reporting & Performance Analysis
Prepare daily, weekly, and monthly reports covering escalations, response TAT, resolution status, customer sentiment, and brand reputation trends.
Track key performance indicators such as response time, resolution time, sentiment, review ratings, and recurring complaint categories.
Analyse customer feedback to identify improvement areas and recommend corrective measures.
Share actionable insights with management and relevant teams to improve customer experience.
4. Cross-functional Coordination
Work closely with Customer Service, Marketing, Product, Sales, and Service teams to resolve customer escalations.
Ensure timely follow-ups and closure of high-priority issues.
Maintain escalation trackers and ensure clear ownership and accountability for pending cases.
Required Skills & Experience
2–5 years of experience in ORM, digital customer experience, online reputation management, or customer escalation management.
Hands-on experience managing customer complaints and reviews across digital platforms.
Understanding of social media monitoring, online sentiment analysis, and organic brand reputation growth.
Excellent written communication, response drafting, and problem-solving skills.
Proficiency in Excel/Google Sheets and reporting dashboards.
Strong analytical skills and the ability to coordinate with multiple stakeholders.
A proactive, customer-centric approach with strong attention to detail.
Key Performance Indicators (KPIs)
ORM response and resolution TAT.
SLA adherence and escalation closure rate.
Improvement in online customer sentiment and brand reputation.
Organic growth in authentic positive customer engagement and brand advocacy.
Reduction in unresolved and repeat customer complaints.
Accuracy and timeliness of reporting.

Work arrangement
No