Marketing ORM Specialist

Empire Today

Job Description


The ORM Specialist is responsible for creating and maintaining a favorable brand image of the company online. This role oversees ensuring the company s best image is put forth for customers on review sites, social media, search engines, forums, etc. One of the most important requirements for this position is to see that the company has a proper communication strategy to convey the true essence of the brand to consumers. The ideal candidate will have experience finding communication channels that produce the best results and have supported the development and implementation of a multi-channel brand reputation strategy. As a key member of the Marketing team, this role will report to the Marketing Director but work closely with cross-functional teams (Sales, Installations, customer service) as well as agencies to produce measurable and sustainable results. In simple terms, this position will support and nourish Empire s position as an industry-leading, customer-centric brand.

Duties & Responsibilities:

  • Handle response management across various reputation platforms for both positive and negative reviews and serve as a liaison between the client and customer
  • Create and maintain a favorable brand image of the client and their services on various reputation platforms, including but not limited Google, Yelp, Better Business Bureau, and other relevant online review sites.
  • Help create and lead strategy and optimization of online reviews, content, social media, public relations, brand reputation, and other public communications.
  • Manage the development and implementation of new processes, tools, and materials to help manage the company s online reputation.
  • Create reporting around company reputation. Produce measurable improvement in the customer feedback and increased ratings for the company.
  • Serve as main point of contact and subject matter expert on company reputation management, maintaining knowledge on emerging products and services. Adhere to, best practices, platform policy guidelines, etc. to remain up to date in the online reputation landscape.
  • Monitor online reviews and work closely with National Customer Service team to ensure reviews are responded to and issues are resolved, to improve the customer experience and overall online reputation.
  • Manage and audit online business listings.
  • May perform other duties and responsibilities as assigned

Knowledge and Skills Required:

  • Minimum 3 years experience required. 5+ years or more of relevant PR, content, or social media experience preferred.
  • Bachelor's degree in Communications, Business, Marketing, or related field
  • Strong understanding and application of online reputation channels, reputation management tools, social media, and directory listings.
  • Experience managing the online and community reputation multi-location and/or retail company.
  • Data-driven: Able to track, measure, analyze campaign and program success to continuously improve results
  • Creative thinking and problem-solving skills: Ability to analyze a situation and the data story when developing the best marketing strategies.
  • Communication skills: Excellent verbal and written communication skills
  • Preference to work at a company where hard work is rewarded and the opportunity for growth is high.

Job Requirements