Karishma Khanna
ORM & Social Listening | CX Strategy | Brand & Project Management | Crisis & Reputation Management | CRM & Email Marketing
- Role
- Associate Director - Online Reputation Management at Skill-Lync
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Karishma Khanna
Led CX, CRM, and ORM programs at high-growth startups like Skill-Lync, Crio.Do, and…
Experience
Associate Director - Online Reputation Management
Jan 2022 — Present
Spearheaded the Online Reputation Management (ORM) strategy for Skill-Lync and Crio across 10+ platforms, including LinkedIn, Trustpilot, WhatsApp, and Google My Business—delivering consistent brand health, real-time crisis mitigation, and strengthened stakeholder confidence.Led the seamless extension of Skill-Lync’s ORM and CX frameworks to Crio post-acquisition, aligning Standard Operating Procedures (SOPs), tools, and communication protocols across both brands to ensure a unified customer experience.Built and scaled a high-impact team responsible for sentiment monitoring, influencer engagement, escalation management, and strategic brand communications.Drove CRM transformation by implementing WebEngage and LSQ CRM, enabling behavior-based segmentation, personalized campaign automation, and measurable improvements in lifecycle communication and conversion metrics.Directed end-to-end campaign execution—from journey design and content orchestration to impact analysis—collaborating closely with Product, Growth, and Customer Success teams to ensure cross-functional alignment.Developed real-time dashboards leveraging data from social listening tools and CRM systems to equip leadership with actionable insights on customer sentiment, market trends, and brand performance.Partnered with the Brand team to establish cohesive messaging across digital touchpoints, enhance brand trust narratives, and support SEO through targeted content initiatives.Oversaw sensitive escalations, takedown requests, and RCA-led resolutions in coordination with HR, Legal, and CX—ensuring proactive reputation protection and risk mitigation.Identified and addressed operational bottlenecks across emerging verticals, enabling scalable CX processes, faster onboarding, and improved organizational throughput.Note: Also led all ORM, CX, and CRM functions for Crio following its acquisition by Skill-Lync.
Education
Scindia Kanya Vidyalaya
High School
Manipal University
Master of Business Administration (M.B.A.)
Barkatullah University, Bhopal
Bachelor’s Degree
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