Reputation Management Specialist

Position Overview

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
• Maintain and analyze online content and activities across multiple channels (search engines, blogs, communities and consumer forums)
• Engage with online audiences and physical customers to maximize the impact of positive online content and minimize the impact of negative online content
• Achieve search engine optimization goals; pay attention to what customers are saying/looking for
• Enhance and build the company’s reputation
• Reach out to dissatisfied customers to control negative reviews
• 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
• 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 deliver actionable insights that drive Overall Satisfaction (OSAT) across the portfolio
• Serve 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%