Reputation Management Specialist

Reputation Management Specialist

The Reputation Management Specialist is responsible for maintaining and enhancing the organization's reputation by proactively managing online reviews, BBB engagement, and community outreach initiatives. This role requires a strategic thinker with strong communication skills, a customer-centric mindset, and a passion for building positive stakeholder relationships. This role collaborates closely with cross-functional teams to ensure alignment with overall brand objectives and values.

Essential Functions (Other Duties as Assigned):

• Build, manage and maintain a positive online presence and reputation for Spotless Brands and its portfolio of companies
• Monitor, control and analyze online content and activities across multiple channels (search engines, blogs, communities and consumer forums)
• Implement a comprehensive strategy to engage with online audiences and physical customers to maximize the impact of positive online content and minimize the impact if negative online content
• Assist with search engine management; pay attention to what the customers are saying/looking for
• Enhance and build the company's reputation
• Reach out to dissatisfied customers to control negative reviews
• Work independently, and with a team within a fast-paced environment
• Create, proofread, and edit copy for various reputation channels, ensuring consistent voice
• Create helpful and canned responses for site and district managers to use when internally managing negative reviews/situations
• Be both reactive and proactive within an authentic brand voice to cultivate loyal customers and amplify our online advocates
• Coordinate monthly reviews and reporting of online content
• Analyze online statistics and overall trends by site, rating and keyword to identify ongoing trends and potential mitigation solutions
• Establish processes and procedures, standards, and systems that avoid any negative impacts
• Manage customer experience platform (SMG) and delivering actionable insights that drive Overall Satisfaction (OSAT) across our portfolio.
• Serves as the internal subject matter expert on SMG reporting, survey management, and CX performance analysis.

Education and Experience:

• Bachelor's degree in marketing, communications, or a related field, required
• Minimum of 2 years of proven experience as a reputation management or community outreach specialist or similar role, required
• Retail experience, preferred

Knowledge, Skills, and Abilities:

• Understands search engine behavior, social media, ratings and reviews
• Strong customer service skills with an outgoing and infectious personality
• Strong attention to detail
• Excellent written and verbal communication skills, as well as outstanding copywriting and proofreading skills
• Critical thinker with strong problem-solving and research proficiencies
• Firm grasp on various reputation management platforms, including social media
• Must be a self-starter and able to independently move projects forward, prioritize tasks, and meet deadlines
• Ability to pinpoint problems and find creative solutions

Physical Requirements:

• Must be able to remain in a stationary position at least 50% of the time
• Travel requirements less than 10%

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting.

Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.