Manager, Online Reputation
We are looking for an experienced Online Reputation Manager at our headquarters located in Guaynabo, Puerto Rico, with a proven track record of effectively overseeing and enhancing a brand's online presence and reputation across various digital platforms.
This role requires a proactive, strategic approach to monitoring, managing, and improving our online brand reputation on search engines, review sites, community forums, social media, and news outlets. The ideal candidate will possess a strong blend of analytical and communication skills and be capable of setting and reporting on KPIs, managing cross-functional collaborations, developing strategies to mitigate reputation threats, and capitalizing on opportunities to strengthen a positive reputation.
This position is open to residents of Puerto Rico and US citizens willing to relocate to Puerto Rico.
Please note. All benefits, salary, and location requirements listed below will be adjusted to align with the excellent benefits, salary, and location requirements available for our Puerto Rico-based staff.
JOB DESCRIPTION
ABOUT THIS TEAM
Our Online Reputation Management team is an integral part of the Customer Care department, dedicated to upholding and enhancing the reputation of our brands across various digital platforms. We provide support to all portals through different channels, including voice, chat, and email, ensuring a seamless customer experience. Additionally, we manage responses to customer reviews, fostering positive engagement with our audience. Comprised of Quality Assurance, Learning and Development, Operations and Business Performance and Outsourcing Management, our team collaborates closely to meet the diverse needs of our global customer base. With services offered in 10 different languages and partnerships with both internal teams and external vendor call centers, we are well-equipped to maintain our brands' positive reputation and exceed customer expectations.
WHAT YOU’LL DO
Reputation Monitoring and Strategic Management:
- Establish key performance indicators (KPIs) for online reputation, monitor these metrics, and report on trends and insights.
- Monitor online presence and review sites, analyze customer feedback and trends, and implement strategic actions to address any negative feedback, improve ratings, and enhance overall customer satisfaction.
- Oversee a team of internal specialists and external agents through our call center vendors who are responsible for responding to reviews, encouraging customer engagement, and aiming to convert negative reviews into positive ratings.
- Proactively monitor and manage brand presence on search engines, review sites (e.g., Trustpilot, Yelp, Google Reviews), and relevant forums/community sites (e.g., Reddit, Quora).
- Collaborate with Customer Service leadership and teams across Traffic Acquisition, E-comm, Product, among others teams, to discuss and implement solutions for identified reputation issues.
Engagement and Content Strategy:
- Engage with customers transparently and empathetically across digital platforms to foster positive relationships and address concerns.
- Partner with Social Media and Content teams to create and disseminate content that addresses customer pain points, showcases success stories, and promotes positive brand sentiment.
Crisis Management and Competitor Analysis:
- Establish policies, procedures, standards, and systems to mitigate negative impacts on reputation.
- Conduct regular competitor analysis to benchmark and innovate our online reputation strategies, staying ahead of industry trends. Stay informed of key competitors' online reputation strategies and adjust tactics accordingly.
- Prepare and manage crisis management plans for online reputation threats, ensuring rapid and effective response strategies.
- Partnering with the marketing channel leads to implementing reputation management campaigns and initiatives.
Reporting and Compliance:
- Generate regular, detailed reports on online reputation metrics to guide strategy adjustments and decision-making.
- Ensure compliance with legal standards and regulations across all online reputation management activities. Ensure legal compliance with online activities and address any potential legal issues promptly.
- Establish and report on relevant online reputation management Key Performance Indicators (KPIs).
Agency and Tool Management:
- Oversee the engagement with third-party agencies or tools focused on reputation management, optimizing their contribution to our reputation strategy.
WHAT YOU’LL NEED
- Bachelor’s degree in marketing, Communications, Business, or a related field
- 5+ years of proven experience in managing online reviews and customer feedback and online reputation management or a related field, with a strong track record of enhancing brand reputation
- Exceptional analytical skills to interpret data, monitor KPIs, and identify trends
- Superior communication and collaboration skills, capable of working effectively across teams and with external partners
- Familiarity with SEO, SEM, and Social Media strategies, alongside crisis management capabilities
WHAT’S GOOD TO HAVE
- Certification in Online Reputation Management or related areas
- Experience in managing online reputation for a global brand
- Experience with reputation management tools and software
#LI-Hybrid
BENEFITS
OUTSTANDING COMPENSATION
- Competitive salary
- Bi-annual bonus
- 401(k) plan with match
- Equity in company
- Internet and home office reimbursement
- In-office catered breakfast and lunches
100% FULL HEALTH BENEFITS
- Medical, dental, and vision (optional plans for your family)
- Life & long term disability insurance (optional)
- Mental health support and resources
- Wellness reimbursement (gym, health apps, etc.)
FLEXIBLE TIME AWAY
- Flexible PTO
- Sick time policy
- Observed holidays
- 1-week PTO for the December holidays
ELIGIBILITY
LOCATION
This position is open to residents of Puerto Rico and US citizens willing to relocate to Puerto Rico.
ABOUT BOLD
WE TRANSFORM WORK LIVES
As an established global organization, BOLD helps people find jobs. Our story is one of growth, success, and professional fulfillment. We create digital products that have empowered millions of people in 180 countries to build stronger resumes, cover letters, and CVs. The result of our work helps people interview confidently, finding the right job in less time. Our employees are experts, learners, contributors, and creatives.
WE CELEBRATE AND PROMOTE DIVERSITY AND INCLUSION
We value our position as an Equal Opportunity Employer. We hire based on qualifications, merit, and our business needs. We don't discriminate regarding race, color, religion, gender, pregnancy, national origin or citizenship, ancestry, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, marital status, genetic information, or any other applicable characteristic protected by law.