Client Coordinator

Graduate Trainee - ORM

The Graduate Trainee - ORM will be responsible for managing and enhancing the brand's online presence by actively monitoring, engaging, and responding to audience interactions across digital platforms. The role involves handling customer feedback, complaints, and conversations in real time, generating actionable insights, and supporting the brand in building a positive and trusted digital reputation.

Key Responsibilities

• Monitor, review, and track user comments, suggestions, feedback, and complaints across all social media platforms using manual methods and social listening tools.
• Engage with the target audience on behalf of the brand by responding to queries, comments, and messages in a timely and professional manner.
• Manage negative feedback and customer complaints within the client's defined turnaround time to ensure a positive customer experience.
• Build brand awareness and protect brand reputation by shaping online perception through proactive and thoughtful communication.
• Acknowledge and highlight positive feedback and compliments on the brand's social media channels.
• Use social listening and monitoring tools effectively for response and reputation management.
• Share real-time customer conversations and feedback with internal brand teams and managers.
• Collect, categorize, analyze, and report audience data to provide insights into brand performance and customer sentiment.
• Prepare and share detailed reports highlighting key issues, strengths, opportunities, and recommendations for brand improvement.
• Analyze conversations to identify:
• Overall sentiment towards the brand
• Platforms generating maximum engagement and buzz
• Common customer requests, complaints, and dislikes
• Regional trends in customer conversations
• Benchmark brand performance against competitors using similar metrics.
• Recommend strategies and action plans to improve customer experience and brand perception.
• Maintain and circulate daily, weekly, and monthly ORM and social care reports to internal stakeholders.
• Support the team in setting and improving social care and response benchmarks.

Required Skills & Competencies

• Strong written communication and customer engagement skills
• Understanding of social media platforms and digital communities
• Experience with social listening and ORM tools
• Analytical and reporting skills
• Ability to manage high volumes of customer interactions calmly and professionally
• Attention to detail and problem-solving mindset

Preferred Qualifications

• Bachelor's degree in Marketing, Communications, Media, or a related field
• Experience in social media management, digital marketing, or customer support is a plus

Location: India - Maharashtra- Mumbai - Worli - Devchand House - Level 6

Brand: Dentsu Creative

Time Type: Full time

Contract Type: Consultant