Online Reputation Manager

February 19, 2026

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Responsibilities:

Strategic ORM Leadership: Own ORM strategy across all digital platforms (social, review sites, forums, Quora, Reddit) and execute initiatives to strengthen Cars24's brand reputation.
Escalation Ownership: Manage critical customer escalations (RC Transfer, Pricing, Refunds) end-to-end with CX teams, ensuring quick, empathetic resolution.
Agency Governance: Lead the ORM agency's performance, enforce SLAs, and ensure delivery of impact-driven KPIs (negative reduction, rating uplift).
Narrative Building: Shape and control brand narratives via proactive content (Quora answers, LinkedIn thought leadership, FAQs, customer success stories).
Cross-Functional Execution: Work closely with CX, Marketing, Legal, and Tech to address systemic issues fueling ORM complaints.
Performance Tracking: Develop ORM dashboards and executive scorecards for leadership visibility on brand health.

Requirements:

Education: Bachelor's degree in Business, Communications, or a related field
Experience: 3-5 years in the related field of Online Reputation Management, Social Media Command Centers, or CX escalation management.
Track Record: Proven ability to reduce negative mentions and uplift brand ratings across multiple platforms (GMB, Play Store, Glassdoor, etc. ).
Execution Excellence: Strong bias for action in crisis handling, with the ability to align internal stakeholders.
Data-Driven Mindset: Skilled at ORM analytics, dashboards, and interpreting sentiment data.
Stakeholder Management: Excellent cross-functional collaboration with CX, Legal, and Marketing.
Problem Solving and Adaptability: Thrive in high-pressure situations with structured, empathetic responses.

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