Mission: Our mission is to strengthen Decathlon Sports India’s understanding of customer perception, market dynamics, and brand performance. Through a unified approach combining social brand health & Social insights the program ensures data-driven decisions to enhance customer experience on social Media, safeguard brand reputation.

About the team: Our collective is a high-energy, dedicated unit focused on amplifying the user's voice. Operating as the primary touchpoint, we strive to evolve routine engagements into remarkable Customer Experiences. Beyond mere troubleshooting, we cultivate trust, champion consumer requirements within the organization, and guarantee that every individual feels recognized and empowered.

Objective: 

• Online Monitoring: Tracking online mentions, conversations, and activities about a brand, product, or industry in real time. It helps identify trends, customer sentiments, and emerging issues.

• Online Customer Service: Responding to customer questions, complaints, or feedback on digital platforms to build trust and enhance satisfaction.
  
  

• Tactical Reputation Governance: Systematically monitoring digital footprints, fostering community engagement, curating authentic testimonials, mitigating friction points, and conducting strategic competitive benchmarking.

JOB SUMMARY:

Decathlon Sports India is seeking an Online Reputation Management Specialist to join our “Customer Experience Team”. In this role, you will be responsible for managing and enhancing the company's online reputation and brand image. You will monitor online conversations, engage with customers, respond to reviews, and implement strategies to maintain a positive online presence.

KEY RESPONSIBILITIES:

• Monitor and manage the online reputation of Decathlon Sports India across various platforms, including social media, review sites, and forums.

• Engage with customers, responding to reviews, comments, and inquiries promptly and professionally.

• Create and maintain a database of customer feedback and insights to identify trends and areas for improvement.

• Collaborate with the marketing team to promote positive reviews and testimonials through various marketing channels.

• Generate reports and analytics on online reputation trends and share insights with the management team.Interpreting collected data to gain actionable insights, such as sentiment trends, engagement metrics, and audience preferences, to inform strategies.
  
  

REQUIREMENTS:

• Excellent written and verbal communication skills.

• Strong interpersonal skills with the ability to engage with customers and address their concerns effectively.

• A customer-centric approach with a focus on delivering a positive customer experience.

• Proficiency in using social media platforms and online review sites.

• Creative problem-solving skills to address reputation challenges.

• Ability to work independently and as part of a team, managing multiple tasks simultaneously.

LOCATION: Bengaluru, Decathlon Sports India, Bellary Rd, Chikkajala, Bengaluru, Karnataka 562157 (Click Here) 

JOB TYPE: Full-Time 

EDUCATION: Graduation Degree 

EXPERIENCE: 0-1 

Ways Of Working : 4 days from office & 1 day from home (Hybrid)