ORM Executive

Principal Duties/Responsibilities

• Reactive ORM

▪ Monitor, track, and respond to user comments and reviews across: Play Store and App Store

▪ Social media platforms (YouTube, Instagram, X, Facebook, LinkedIn, etc.)

▪ Google Reviews ▪ Public forums like Reddit, Quora, MouthShut, etc.

▪ Respond promptly with helpful, brand-aligned replies that resolve concerns and reflect empathy.

▪ Escalate critical feedback or potential crises internally with urgency and context.

▪ Maintain response SLAs and sentiment quality benchmarks.

• Proactive ORM

▪ Actively seed relevant user conversations or FAQs on forums, reviews, and discussion threads - either via direct user coordination, internal stakeholders, or partner/influencer content.

▪ Collaborate with the marketing team to initiate and populate positive reviews or experiential posts on key platforms.

▪ Propose and help execute influencer-driven content that can contribute to reputation building.

▪ Identify and fill narrative gaps (e.g. missing product clarity, misconceptions, user hesitations) through targeted engagement across channels.

▪ Build reusable content banks for proactive replies, templated engagement, and insight-led storytelling

• Cross-Functional Coordination

▪ Liaise with: Customer Support teams to understand and address common user complaints.

▪ Product/tech team for resolution on app bugs or feature issues flagged in reviews.

▪ Marketing team to maintain consistent tonality across ORM responses.

▪ Compliance/Legal teams to manage sensitive cases or regulatory language needs.

Required Skills and Knowledge

▪ 1–2 years of experience in ORM, digital engagement, or social media response roles.

▪ Excellent written communication with a flair for contextual and human replies.

▪ Familiar with ORM and social monitoring tools.

▪ Comfortable engaging across high-traffic forums like Reddit and Quora, not just social media.

▪ Bonus: Prior experience in fintech, financial services, or app-based consumer brands

Required Experience /Qualifications

▪ Graduate/Post graduate with 1 to 3 years of relevant work-ex.

▪ Prior experience of working with Fintech Platforms will be helpful

What You’ll Get

▪ A front-row seat in shaping how users perceive and experience one of India’s fastest-growing Fintech platform.

▪ A dynamic environment where marketing meets product and user voice is core to strategy.

▪ Opportunity to work closely with cross-functional teams, including brand, product, and tech