Responsibilities

• Reputation Management & Response Strategy
• Oversee brand presence across major platforms including Google, Facebook, Yelp, BBB, and more
• Ensure timely, thoughtful, and brand-aligned responses to customer reviews
• Own response strategy, including handling high-visibility or sensitive situations
• Review Generation & Program Management
• Lead and scale an employee-driven review generation program by:
• Increasing participation across locations
• Tracking performance and adoption
• Ensuring fairness and consistency
• Drive improvements in review volume, velocity, and quality

Requirements

• Bachelor’s degree in Marketing, Communications, or related field
• 3–5+ years of experience in brand, reputation, customer experience, or marketing roles
• Experience managing online reviews across platforms (Google, BBB, Yelp, etc.)
• Strong written communication skills, especially in handling sensitive or complex responses
• Proven ability to work cross-functionally and influence outcomes
• Experience with NPS or Voice of Customer programs
• Familiarity with reputation management tools (e.g., Broadly, Sprout Social)

Preferred

• Experience in multi-location, DTC, or home services environments (preferred)