ORM Executive (Online Response Management)

What’s up? We’re VaynerMedia! We are a contemporary global creative and media agency with an expertise in driving relevance for clients and delivering impactful business results. The independently-owned agency was founded in 2009 and has offices in New York, Los Angeles, London, Singapore, Australia, Thailand, Japan and Mexico City. VaynerMedia has been recognized for its work at Cannes Lions, the Clio Awards and The Webby Awards. It is part of the VaynerX family of companies.

Culture is our key and Empathy is how we build it. VaynerMediaAPAC is strong with a world-class combination of diverse backgrounds collaborating to put forward innovative, creative and strategic solutions to the one advantage that stands the test of time --- PEOPLE. Day in and day out, we propel some of the biggest brands in the world to the intersection of attention and culture. In APAC, we are proudly +200, servicing a diverse client all around the region.

The PITCH

We’re looking for a highly motivated Online Reputation Management (ORM) Executive to join our team. In this role, you’ll be the guardian of our clients’ digital presence—monitoring conversations, addressing customer queries, and ensuring positive brand engagement across platforms.

You’re detail-oriented, thrive in fast-paced environments, and manage multiple priorities with ease. Whether it’s resolving a customer complaint, escalating a critical mention, or ensuring smooth campaign response management—you approach every task with professionalism, empathy, and a solutions-first mindset.

Here’s where you come in.

This role is a hybrid role, spanning operational assistance at all levels! Some days, the task at hand may vary slightly, and you’ll need to be flexible, agile, and open to full support on all operational coordination.

• Manage customer queries on social media channels through ORM tools
• Monitor brand mentions, reviews, and conversations across platforms like Facebook, Instagram, LinkedIn, X (Twitter), Google, Yelp, blogs, and forums
• Identify and categorize mentions (complaints, queries, feedback) and respond appropriately.
• Escalate or report issues requiring any intervention
• Support campaigns by engaging with relevant comments on posts
• Flag high-priority mentions from key stakeholders for immediate attention
• Track escalated tickets and ensure timely resolution
• Prepare weekly activity reports by exporting and analyzing ORM tool data.

The ideal candidate has:

• Any Graduate degree
• 2+ years of experience working as a ORM or in a similar role
• Advanced proficiency in MS Excel and PowerPoint
• Strong understanding of ORM and ORM tools.
• Excellent written and verbal communication skills.
• Strong analytical skills to interpret sentiment and data.
• Experience with social media platforms and monitoring tools.
• Calm, resourceful, and solution-driven approach to handling challenging situations.
• Strong analytical and quantitative skills, with a high degree of accuracy and attention to detail
• Excellent communication, interpersonal, and presentation skills.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks and meet deadlines in a fast-paced environment.

What you should know about VaynerMedia

Think “lab” and not “agency”. We get excited about solving business problems, not creating advertising for the sake of making advertising. Our entrepreneurship DNA runs deep. We’re willing to break rules, try new things, and test hypotheses if it means better understanding our craft. It’s fun!Our environment (and pace) feels much more like a start-up than most agencies you might be used to. Hopefully that, and the opportunity to collaborate with the talented and enthusiastic crew, work with big brands excites you, as it does us. We can’t wait to meet you.

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