Nainakshi Sharma
New Delhi
Summary
Dynamic Online Reputation and Brand Strategy Manager with over 12 years of experience in enhancing brand credibility for top-tier organizations. Proven expertise in crisis management, stakeholder engagement, and performance monitoring, consistently driving impactful growth initiatives. Skilled in conducting comprehensive market research and competitor analysis while collaborating effectively with CXOs to generate actionable insights that lead to measurable business outcomes. Committed to leveraging strategic communication and innovative solutions to elevate brand presence in competitive landscapes.
Overview
13
13
years of professional experience
Work History
Sr Manager - ORM & Marketing
Baazi games
08.2023 - Current
- Lead Online Reputation Management across social media & forums, safeguarding brand credibility and ensuring proactive crisis management.
- Monitor & analyze KPIs including engagement, sentiment, audience growth, lead generation, and issue resolution effectiveness.
- Develop and execute ORM & brand reputation strategy aligned with organizational goals.
- Support company’s long-term growth initiatives by identifying new market opportunities, partnerships, and entry strategies.
- Conduct market & competitor analysis to guide decision-making and present insights to leadership.
- Drive strategic projects from concept to execution with defined KPIs and measurable impact.
- Collaborate with CXOs on board-level presentations, strategy discussions, and performance monitoring.
ORM Head
Max Life Insurance
08.2022 - 07.2023
- Designed and implemented ORM strategy aligned with business goals & CXO-driven KPIs.
- Led crisis communication and ensured brand consistency across touchpoints.
- Collaborated with marketing, sales, and service teams on cross-functional initiatives.
- Managed key agency partnerships including Kantar, Simplify360, Edelman, and MSL.
Brand Reputation Lead
Junglee Games
05.2020 - 07.2022
- Led Online Reputation & Escalation Management for gaming brands including Howzat, Junglee Rummy, and Poker, ensuring positive brand sentiment and issue resolution.
- Partnered with CXOs to design brand campaigns, drive partnerships, and mitigate reputation risks.
- Implemented proactive ORM strategies to improve player trust and digital visibility.
- Monitored competitor landscape and provided insights to support business growth decisions.
Social Media and Crewbie Specialist
Airbnb
03.2017 - 03.2021
- Managed ORM, customer escalations, and online community engagement across Airbnb’s India markets.
- Conducted KPI analysis and generated insights for campaign effectiveness and brand growth.
- Ensured brand consistency through close collaboration with global teams and regional stakeholders.
- Researched consumer behavior & market trends to inform business strategy and product positioning.
Social Media and Brand Analyst
American Express
02.2013 - 01.2017
- Led ORM monitoring for card member fraud & escalations across social media channels, ensuring timely resolution and brand protection.
- Analyzed industry trends and advised leadership on implications for brand strategy.
- Supported CXOs with customer segmentation and digital campaign targeting strategies.
- Strengthened Amex’s brand trust by ensuring quick response to customer concerns on public platforms.
Education
MBA - Marketing
Sikkim Manipal University
09.2017
BA - English Hons
Sikkim Manipal University
08.2014
Skills
- Crisis communication management
- Strategic planning and execution
- Market analysis expertise
- Performance analysis expertise
- Executive leadership and stakeholder engagement
Timeline
Sr Manager - ORM & Marketing
Baazi games
08.2023 - Current
ORM Head
Max Life Insurance
08.2022 - 07.2023
Brand Reputation Lead
Junglee Games
05.2020 - 07.2022
Social Media and Crewbie Specialist
Airbnb
03.2017 - 03.2021
Social Media and Brand Analyst
American Express
02.2013 - 01.2017
BA - English Hons
Sikkim Manipal University
MBA - Marketing
Sikkim Manipal University
Awards
ORM Performance of the Year – Kaleido Awards (2024)
Recipient – Kaleido ORM Digital Strategy Awards (2022)
Best Online Reputation Campaign – ET Brand Equity Kaleido Awards (2021)
Excellence in Crisis Communication – Public Relations Council of India (PRCI) (2020)
Top 50 Digital Leaders in Reputation Management – Exchange4Media Impact Awards (2019)
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