Your main responsibility will be to establish good e-reputation management procedures and  handle review websites like Google My Business, GMB Messenger, Yelp, Facebook, Dealer Rater, 4-Square, Trust Pilot, Better Business Bureau, Birdeye, among others. Your knowledge of social networks, blogs, forums, ratings, etc. will be key in your handling of your day to day work and success. Your ability to be empathetic but respond as appropriately as possible to deescalate the situation will be key to the success of this role. You will also do reporting as far as trends and how many negative reviews were received and what the resolution on those were.  

Skills and abilities

-Bilingual: Fluent in English and Spanish

-Writing, curating and editing skills

-Advanced Microsoft Office experience

-Strong knowledge of online marketing and major social media channels

-Strong knowledge of inbound marketing fundamentals

-Strong knowledge of search engine behaviour

-Organization and project management skills

-Ability to organize, plan and prioritize responsibilities

-Ability to work independently and demonstrate strong judgment

Responsibilities

-Plan and deliver online reputation campaigns.Identify potential negative or crisis situations to proactively resolve issues.

-Respond to reviews and forward to the appropriate management, monitor customers, receive timely responses and follow up with other teams to ensure resolution is progressing. Document process throughout.

-Reply sympathetically to customer’s concerns, work with Customer Advocacy and BDC to follow up and determine appropriate resolution and provide a time frame in which customers can expect a response.

-Manage reputation programs by tracking reviews, encouraging stores to seek reviews and coordinating achievement rewards.

-Work with Special Projects Leader and Marketing Manager to ensure campaigns and promotions are meeting corporate guidelines.

-Assist the Marketing Team in various projects including campaigns & promotions.

-Stay up to date of industry trends and all applicable technologies, including developments in social media, analytics, online marketing, and online consumer behavior

-Responsible for the customer journey and brand experience using CRM systems.

-Research online to find out all the negative keywords associated with a brand or individual and create positive content that can then neutralize the effect of the former.

Education / Experience

Bachelor's degree in business, advertising, marketing, or communications

4+ years of experience in social media and review management.

Proven track record in online reputation, ideally a first experience as a team manager.

We offer:

- $20,000 - $25,000 gross salary per month (based on experience and skills)

- Law benefits + $800 food vouchers + saving funds per month of 2% + 6 PTO days + free day in your birthday

- Schedule from monday to friday (8am to 6 pm)

Send us your resume if you're ready to work for this awesome company!