Online Brand Ambassador

Responsibilities

• Monitor and analyze online reviews, customer feedback, and Q&A across retail and e-commerce platforms to identify Voice of Customer (VOC) trends, recurring issues, and opportunities to improve the customer experience, providing actionable insights to leadership
• Respond to customer reviews and product-related questions in a timely, professional, and brand-aligned manner
• Reinforce brand image and presence through thoughtful engagement across .com platforms (reviews, Q&A, forums, etc.)
• Partner with Product Marketing, Sales, Engineering, and other cross-functional teams to address customer concerns, facilitate solutions, and ensure accurate brand communications
• Manage other aspects of Ratings & Reviews for assigned product category, including but not limited to review validity, syndication gaps, badging issues, at-risk SKUs, and proper, optimal SKU groupings
• Maintain accuracy and organisation in reporting tools, dashboards, and tracking systems
• Apply program guidelines and playbooks to ensure consistency in tone, messaging, and response quality
• Collaborate effectively with team members to share learnings, best practices, and efficiencies
• Stay up to date on product knowledge, brand messaging, and platform updates

Requirements

• Bachelor’s Degree in marketing, business, communications, or a related field preferred
• 1+ years of experience in customer engagement, retail, e-commerce, digital marketing, or a related field
• Experience working with online platforms, reviews, or customer-facing communication channels is an asset
• Strong written communication skills with the ability to adapt tone to align with brand voice
• High attention to detail, particularly in written responses and reporting accuracy
• Analytical mindset with the ability to identify trends and summarise insights clearly
• Strong organisational and time management skills in a remote work environment
• Ability to manage multiple tasks and meet deadlines in a fast-paced setting
• Comfortable working with digital tools, reporting systems, and Microsoft Office (Excel, Word, PowerPoint)
• Strong judgement and professionalism when representing the brand in public-facing responses