ORM Manager

ORM Manager

Location: Mumbai (Hybrid)
Type: Full-Time

At Red Lantern, we don’t just manage conversations.

We build connections, understand audiences and shape how sport and entertainment brands engage with fans in the moments that matter.

We’re looking for an ORM Manager to join our team in Mumbai.  Someone who understands the passion of cricket fans, has a strong instinct for digital conversations and knows how to balance meaningful community engagement with protecting brand reputation.

This role sits at the centre of audience interaction for a leading cricket account, helping shape how the brand responds, engages and builds relationships with fans across digital platforms. From match day conversations and breaking news to emerging trends and sensitive situations, you’ll play a key role in ensuring every interaction is timely, relevant and aligned with the brand.

What you’ll be doing

Build meaningful audience connections

• Manage day-to-day online reputation and community engagement across Instagram, Facebook, X, YouTube and other relevant platforms
• Monitor and respond to comments, mentions, tags and direct messages in a timely and appropriate manner
• Maintain a consistent brand voice across all audience interactions
• Identify opportunities to engage in relevant cricket conversations and strengthen relationships with fans

Stay at the heart of cricket conversations

• Monitor match discussions, player-related trends, tournament developments and emerging fan conversations
• Track audience sentiment and identify shifts in how fans are responding to content, campaigns and sporting moments
• Manage high volumes of audience interactions during live matches, major tournaments and key announcements
• Identify opportunities for proactive and reactive engagement that feel authentic to the audience and the moment

Protect and strengthen brand reputation

• Identify potential reputational risks, sensitive conversations and emerging issues across digital channels
• Escalate concerns to the relevant internal and client stakeholders with clarity and sound judgement
• Develop and maintain response guidelines, escalation processes and community management protocols
• Ensure challenging or negative conversations are handled professionally, consistently and in line with brand expectations

Turn conversations into insights

• Prepare regular reports covering audience sentiment, engagement trends, recurring questions and key observations
• Identify patterns in audience behaviour that can inform content planning and communication strategies
• Share insights and recommendations with content, creative and client servicing teams
• Help ensure audience feedback informs how the brand communicates and engages across platforms

What you bring

A genuine understanding of cricket and its fans

• Strong knowledge of cricket and the Indian cricket ecosystem
• An understanding of the players, teams, tournaments and conversations that shape cricket culture
• A feel for how fan sentiment can shift during live sporting moments and how brands should respond

Strong community management experience

• 2–4 years of experience in online reputation management, social media management or community management
• Experience managing digital communities and audience interactions across major social platforms
• Familiarity with social listening, ORM and social media management tools
• Ability to manage high volumes of conversations while maintaining accuracy and consistency

Excellent communication and judgement

• Strong written communication skills in English, with the ability to adapt tone to different audiences and situations
• Knowledge of Hindi or other Indian languages would be an advantage
• Confidence handling sensitive, negative or high-pressure conversations professionally
• Sound judgement when identifying issues that require escalation

The ability to execute

• Comfortable working in a fast-paced environment, particularly during live matches and tournaments
• Flexible availability around match schedules and key sporting moments
• Strong organisational skills and the ability to manage competing priorities
• Proactive, responsive and comfortable working independently while collaborating with wider teams

The details

• Location: Mumbai (Hybrid)
• Contract: Full-Time
• Experience: 2–4 years
• Start Date: Immediate
• email: vaisakh@redlanterndigitalmedia.com and aman@redlanterndigitalmedia.com

Why Red Lantern?

We’re a global growth partner working across sport and entertainment, helping brands unlock fan growth, cultural relevance and commercial opportunity.

Our teams are embedded across key markets, combining local expertise with global scale to create work that connects with audiences and delivers lasting impact.

If you’re someone who understands that great community management goes beyond responding to comments, and wants to play a role in shaping how one of cricket’s leading brands connects with its fans, we’d love to hear from you.