Online Reputation

2 weeks ago

Cape Town, South Africa Lead Capital Group Full time

The Online Reputation Manager manages reviews, engages with our community, and addresses negative feedback to enhance our brand's online reputation. They manage our reputation on platforms like Quore, Reddit, Trustpilot and Google My Business amongst others, encouraging positive interactions and using customer feedback to boost brand image and satisfaction.

**KEY ACCOUNTABILITIES. RESPONSIBILITIES OF ROLE**
- **Monitor Online Platforms**:Regularly review platforms like Quore, Reddit, Trustpilot and Google My Business, social media, and others for feedback and reviews.
- **Manage Online Reputation**: Develop and implement strategies to enhance our online reputation, effectively addressing both positive and negative feedback.
- **Respond to Reviews**: Provide timely, thoughtful responses to all customer reviews, promoting positive engagement.
- **Engage with Online Community**:Participate in industry-related online discussions, answering questions to boost our brand's visibility and reputation.
- **Analyze Feedback**: Evaluate feedback to identify customer satisfaction trends and sources of positive reviews, formulating strategies to replicate success.
- **Report and Collaborate**: Generate regular reports on reputation metrics and work with internal teams to use insights for customer satisfaction improvement.
- **Crisis Management**: Respond swiftly to online reputation crises with strategies to minimize negative effects.
- **Daily Reporting Across Platforms**:Maintain a daily overview of our brand's online presence across various platforms, documenting and strategizing for ongoing reputation enhancement.
- **Build Strategic Partnerships**: Identify and forge beneficial collaborations with various entities to enhance traffic, and lead generation, and realize marketing and business objectives.
- **Growth through Collaboration**: Implement effective marketing and business strategies with partners to improve brand visibility, customer base, and revenue, regularly evaluating these collaborations for alignment with our goals.

**KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED**
- Communication, Positive reinforcement Excellent oral and written communication skills
- Superior interpersonal skills
- Ability to take initiative and work independently.
- Exceptional organizational skills
- 5+ years of experience in the industry advantageous
- Strong knowledge of industry standards
- Confident and charismatic approach to people
- Extremely motivated and self-driven personality
- Ability to work in a competitive and stressful environment.
- Computer literacy
- Competence in using Microsoft Office
- Strong analytical skills with a keen eye for detail

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