About the role
We are hiring a Head of Reputation and Digital Monitoring to lead our Reputation & Monitoring function. You will set the strategic direction, design operational processes, manage client relationships at a senior level, and build a reputation monitoring capability that becomes best‑in‑class.
This is a role for someone who combines strategic communications, operational discipline, and digital intelligence expertise.
What you will do
- Build SOPs, workflows, and quality standards for monitoring, escalation, reporting, and crisis readiness.
- Establish a world‑class monitoring function, including tool selection, dashboards, and reporting frameworks.
- Provide senior‑level advisory support to clients on reputation risks, sentiment, emerging narratives, and customer feedback trends.
- Draft and refine response frameworks, playbooks, and guidelines for high‑risk issues.
- Manage and mentor a growing team of analysts and content responders as the division scales.
- Collaborate with cross‑functional teams including communications, digital, legal, leadership, and external partners.
- Ensure delivery excellence across all client accounts.
Requirements
- 6–12+ years in Online Reputation Management (ORM), Crisis Communications, Corporate Communications, Digital Listening, Brand Reputation, or a similar function.
- Experience working with senior stakeholders and leading client accounts.
- A proven track record of building or refining operational processes (SOPs, dashboards, QA frameworks).
- Fluent, professional-level English (written and spoken)
- Highly organised with strong attention to detail
- Calm and decisive when handling potential issues
- Expert understanding of online sentiment, narrative shaping, and escalation handling.
- Strong command of reputation tools
- Clear, concise, and strategic communication skills.
- Ability to handle sensitive issues with confidentiality, discretion, and judgement.
Benefits
- The chance to build with real autonomy.
- Direct impact on client reputation and strategic narratives.
- Opportunity to hire and shape your own team.
- Supportive leadership and investment in best‑in‑class tools.
- Exposure to high-profile international clients
- Stable, long-term role with growth potential
- Salary range 28-32 lakhs
