Reputation Management Manager

Компания "Roman Artamonov"

Position Summary:

Bloomex is seeking a proactive and strategic Reputation Management Manager to lead our online reputation strategy across all brands and markets. This role is responsible for overseeing the monitoring, analysis, and improvement of our brand reputation across review platforms, social media, and customer feedback channels. You will manage a small team (or external partners), coordinate with cross-functional departments, and develop initiatives to strengthen customer trust and brand perception in a fast-paced e-commerce environment.

Key Responsibilities:

• Lead Reputation Strategy:
  Develop and execute Bloomex’s reputation management strategy across all review platforms and customer feedback channels.

• Monitor & Respond to Reviews:
  Oversee timely, professional responses to customer reviews on platforms like Google, Trustpilot, Yelp, and Facebook.

• Analyze Feedback & Report Trends:
  Identify key issues and sentiment trends, and deliver actionable insights through regular reports.

• Cross-Functional Coordination:
  Work with customer service, operations, and marketing teams to resolve recurring issues and improve customer experience.

• Drive Review Generation:
  Implement initiatives to proactively increase positive customer reviews and improve overall brand sentiment.

Qualifications and Skills:

• 2+ years of experience in reputation management, customer experience, or brand communications, with at least 1–2 years in a leadership or supervisory role

• Deep understanding of review platforms and customer feedback systems (Google, Trustpilot, Yelp, Facebook, etc.)

• Strong written communication and conflict resolution skills, with experience responding to customers in a public setting

• Analytical mindset with experience generating insights from qualitative and quantitative feedback

• Proficiency in reporting and visualization tools (Looker Studio, Google Sheets, Excel, etc.)

• Experience working cross-functionally across customer service, marketing, and operations

• Familiarity with reputation management software (e.g., Birdeye, Yotpo, Podium) is a plus

• Fluency in English; additional languages are an asset

• Experience in e-commerce or multi-brand environments preferred