Reputation Management Specialist

POSITION SUMMARY:

Under the direction of the Sr. Project Manager, the Reputation Management Specialist is responsible for building, maintaining, and managing a positive online presence and reputation of Pets Global Inc. The Reputation Management Specialist monitors and analyses all content related to Pets Global and facilitates strategies to minimize the impact of negative content.

QUALIFICATIONS:

• Bachelor’s degree in Public Relations, Communications, Marketing, Business Management, or a related field
• 3- 5 years of proven experience in online reputation management, digital marketing, or related roles
• Strong knowledge of current trends, techniques, and regulations in online reputation management
• Excellent written and verbal communication skills with the ability to craft compelling content
• A detail-oriented mindset with exceptional analytical and problem-solving abilities
• Ability to thrive in a fast-paced and dynamic work environment
• Proficiency in content management systems, analytics tools, and social media platforms
• Familiarity with SEO principles and strategies related to reputation management
• Demonstrated success and comfort in working in a very fast-paced environment and ability to handle multiple projects while meeting deadlines
• Demonstrated ability to work cross-functionally and interact with all levels of management
• This is an In-Office position.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Proactively monitor and address customer grievances, issues, and trends across various online platforms
• Conduct in-depth reputation monitoring and analysis to identify areas for improvement and mitigation
• Develop and implement effective campaigns to promote a positive online reputation
• Execute tailored online reputation management strategies based on customer needs and industry best practices
• Track and measure the impact and success of reputation management campaigns using relevant metrics and analytics tools
• Create and curate engaging and compelling content to foster positive customer engagement and sentiment
• Stay updated on the latest industry trends, technologies, and regulations related to online reputation management
• Monitor and analyze customer feedback, reviews, and sentiments to identify insights and actionable improvements
• Ensure compliance with applicable laws, regulations, and ethical guidelines in online reputation management practices
• Maintain accurate records, generate reports, and provide data-driven insights to inform continuous improvement efforts
• Collaborate cross-functionally with internal teams to develop and implement cohesive reputation management strategies
• Effectively utilize content management systems, analytics tools, and social media platforms to drive reputation management efforts
• Performs other related duties as assigned by management
• Prompt resolution of customer concerns and issues to uphold a positive brand reputation
• Successful development and execution of strategies that enhance customer engagement and positive sentiment
• Increased overall positive online sentiment and reduced potential reputation risks

COMPETENCIES:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; assists with workflows and procedures
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Project Management--Coordinates project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; coordinates project team activities
• Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Assists with innovative approaches and ideas; Assists with presenting ideas and information in a manner that gets others' attention
• Managing People--Includes staff planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes; Continually works to improve supervisory skills
• Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values

PHYSICAL DEMANDS:

• Sufficient strength, agility, and mobility to perform essential functions of the position
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device
• The employee frequently is required to sit and reach and must be able to move around the work environment
• The employee may occasionally lift and/or move up to 30 pounds
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust
• The noise level in the work environment is usually moderate

SAFETY & RISK MANAGEMENT:

• Adhere to all safety policies, rules and standard operating procedures established by Pets Global, Inc
• Inspect, correct, and maintain your workstation/environment to ensure it is free from hazards or unsafe conditions
• The employee is responsible for reporting all injuries and accidents, no matter how minor to your supervisor or the HR Department
• Immediately report all observed unsafe acts and conditions to your supervisor or the HR Department
• Always report to work in an acceptable condition, not under the influence of any substance that could inhibit your ability to work safely or efficiently

CORE FUNCTIONS

• Builds and maintains effective, positive relationships with the customers, clients, and staff
• Creates a supportive work environment
• Models relationship-building skills (including Listen First) in all interactions
• Responds and/or resolves customer and client inquiries and/or concerns in a timely manner
• Understands and executes their role in fulfilling our promise as a pet food company