Graduate Trainee ORM at Dentsu Mumbai | Digital Marketing

Role Overview

The Graduate Trainee - ORM supports digital marketing initiatives by monitoring brand conversations and providing reporting for campaigns, audiences, attribution, and conversion rate optimisation. The role focuses on maintaining and strengthening a brand’s online reputation through real-time engagement and analysis of user interactions.

This position involves tracking audience conversations, responding to customer queries and feedback, and generating insights that help improve brand perception and customer experience across digital platforms.

Key Responsibilities

• Monitor, review, and track user comments, suggestions, feedback, and complaints across social media platforms using manual methods and social listening tools.
• Engage with audiences on behalf of the brand by responding to queries, comments, and messages promptly and professionally.
• Handle negative feedback and customer complaints within defined turnaround times to maintain a positive customer experience.
• Support brand awareness and reputation by shaping online conversations through proactive communication.
• Acknowledge and highlight positive feedback and compliments shared on the brand’s social media channels.
• Use social listening and monitoring tools for effective response management and reputation monitoring.
• Share real-time customer conversations and insights with internal teams and managers.
• Collect, categorize, analyze, and report audience data to understand customer sentiment and brand performance.
• Prepare reports highlighting key issues, opportunities, strengths, and recommendations for brand improvement.
• Analyze online conversations to identify sentiment toward the brand, platforms driving engagement, recurring customer concerns, and regional trends.
• Benchmark brand performance against competitors using comparable metrics.
• Recommend strategies and action plans to improve brand perception and overall customer experience.
• Maintain daily, weekly, and monthly ORM and social care reports for internal stakeholders.
• Assist the team in refining social care processes and response benchmarks.

Preferred Background

• Bachelor’s degree in Marketing, Communications, Media, or a related discipline.
• Exposure to social media management, digital marketing, or customer support is beneficial.