Job Title: Online Reputation Manager
Reports To: Head of Marketing / Communications / PR
Department: Marketing / Public Relations
Job Summary:
We are seeking a highly skilled and strategic Online Reputation Manager with a telecom industry background to oversee and enhance the digital presence of both our company and executive leadership. This role involves monitoring, managing, and improving online reputation through SEO, digital PR, content strategy, and crisis management. The ideal candidate will have extensive experience in telecom reputation management, handling brand perception, executive reputation, crisis mitigation, and data-driven strategies to safeguard and enhance our online presence.
Key Responsibilities:
1. Online Reputation Monitoring & Analysis:
- Monitor and track online conversations, reviews, and mentions of the company and key executives across search engines, news portals, and social media platforms.
- Conduct regular sentiment analysis and create reputation scorecards to measure brand perception.
- Benchmark the company's reputation against telecom industry competitors and provide actionable insights.
2. Search Engine & Content Management:
- Ensure positive content ranks on the first two pages of search results while pushing down negative content using SEO techniques.
- Develop and execute content strategies, including blogs, PR articles, executive interviews, and thought leadership pieces.
- Oversee the management and updating of corporate and executive Wikipedia pages, ensuring accuracy and compliance.
3. Social Media & Review Management:
- Track and respond to customer reviews on Google, Trustpilot, Glassdoor, and other relevant platforms.
- Engage with customers and followers across social media to improve brand trust and executive credibility.
- Develop crisis response plans and handle escalations for viral issues or negative brand trends.
4. Crisis & Risk Management:
- Develop proactive strategies to mitigate risks, including brand attacks, negative press, and misinformation.
- Establish protocols for handling public relations crises, coordinating with legal and PR teams.
- Monitor and take down fake profiles, impersonations, and defamatory content related to the company and executives.
5. Executive Reputation Management:
- Manage the personal online reputation of key executives, ensuring positive brand positioning.
- Develop and execute a personal branding strategy for leadership, including industry thought leadership, speaking engagements, and digital presence enhancement.
- Monitor and address any misinformation, attacks, or negative press related to executives.
6. Stakeholder & Cross-Functional Collaboration:
- Work closely with marketing, PR, legal, and customer service teams to ensure consistent brand messaging.
- Liaise with external PR agencies, SEO firms, and digital partners to enhance reputation initiatives.
7. Reporting & Performance Metrics:
- Provide weekly and monthly ORM reports, tracking sentiment shifts, media exposure, and key performance indicators.
- Establish measurable ORM KPIs such as search ranking improvements, positive review percentage growth, and crisis resolution efficiency.
Key Requirements:
- Bachelor's degree in Marketing, Communications, Public Relations, or related field. Master's degree is a plus.
- 5+ years of experience in online reputation management, digital PR, or brand protection, preferably in the telecom industry.
- Strong SEO, content strategy, and digital marketing knowledge.
- Proven experience managing crisis communications and risk mitigation.
- Expertise in Google search rankings, social media monitoring tools, and ORM software (e.g., Brandwatch, Meltwater, Hootsuite, or similar).
- Excellent analytical, communication, and stakeholder management skills.
- Ability to work in high-pressure environments and respond quickly to reputational threats.
Preferred Qualifications:
- Experience in corporate and executive reputation management in telecom.
- Familiarity with legal considerations related to defamation, data privacy, and content removal.
- Background in media relations and online PR strategies.
