Community Outreach Specialist

Position Overview

The Community Outreach Specialist is responsible for maintaining and enhancing Spotless Brands' reputation by proactively managing online reviews and location listings across the Cobblestone, Flagship, Okie Auto Wash, and Ultimate Shine portfolios. This role requires a strategic thinker with strong communication skills, a customer-centric mindset, and a passion for building positive stakeholder relationships. The Specialist collaborates closely with cross-functional teams — specifically Operations and Marketing — 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 brands
• Maintain and control online content and activity across multiple channels including search engines, blogs, communities, and consumer forums
• Engage with online audiences and in-location customers to maximize positive content and minimize the impact of negative content
• Reach out to dissatisfied customers to address concerns and manage negative reviews proactively
• Create, proofread, and edit copy for various reputation channels, ensuring consistent voice across all brands
• Develop canned and customized response templates for site and district managers to use when internally managing negative reviews or customer situations
• Establish processes, procedures, and standards that drive positive reviews, engagement, and protect against reputational risk
• Audit listings regularly for accuracy of address, hours, phone numbers, photos, and services
• Manage new location setup and deactivation of closed sites across all listing platforms
• Coordinate with Operations and Marketing on hours changes, grand openings, and temporary closures
• Support new site openings by ensuring listings and review profiles are live and accurate prior to launch
• Deliver regular reporting on ratings performance, review sentiment, response rates, and listing health across all locations
• Assist with search engine management and monitor what customers are searching for and saying to inform strategy

Education And Experience

• Bachelor's degree in Marketing, Communications, or a related field, required
• Minimum 2 years of proven experience in reputation management, community outreach, or a similar role, required
• Experience in multi-unit retail, hospitality, or service industry, preferred
• Firm grasp of reputation management platforms, local SEO, social media, and ratings and review ecosystems
• Strong customer service orientation with an outgoing, solutions-focused personality
• Excellent written and verbal communication skills, including outstanding copywriting and proofreading abilities
• Critical thinker with strong problem-solving and research proficiencies
• Must be a self-starter who can independently move projects forward, prioritize tasks, and meet deadlines
• Strong attention to detail with the ability to manage listings and workflows across 200+ locations
• Ability to pinpoint problems and develop creative, practical solutions

Physical Requirements

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