REPUTATION MANAGEMENT SPECIALIST

The Reputation Management Specialist will report directly to the Marketing Director and be primarily responsible for all site-level and overall company image by responding to customer comments and reviews across multiple channels and through website contact forms. The position requires the enthusiasm to research and experiment with current and developing trends and platforms in order to differentiate Cobblestone from their competitors.

Responsibilities

• Monitor and control online activities across multiple channels
• Create and implement a comprehensive strategy to engage online audiences and physical customers
• Assist with search engine management; pay attention to what the customers are saying/looking for
• Enhance and build the company reputation
• Establish policies and procedures, systems and standards that will avoid any negative impact on the company
• Reach out to dissatisfied customers to control negative reviews  
• Work independently, and with a team within in a fast pace environment
• Work closely with Social Media Manager to capture location images to help improve reputation and image of each individual location across all channels
• Create, proofread, and edit copy for various marketing channels, ensuring consistent voice and accurate verbiage
• Create helpful and canned responses for site managers to use when internally managing negative reviews/situations
• Provide regular analysis, strategy, best practices and innovation for all defined social platforms and be able to present analytical data on a monthly, quarterly and annual basis
• Be both reactive and proactive; within an authentic brand voice in order to cultivate loyal customers and amplify our on-line advocates

Qualifications

• Degree in marketing, communications, public relations, or a related field
• Has an understanding of search engine behavior, social media, and ratings and reviews
• Strong customer service skills
• An outgoing and infectious personality
• Must have strong organizational and project management skills
• Strong attention to detail
• Able to prioritize under pressure
• 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
• Must have a high level of creativity