Brand and Communications Strategist

TMGM; Council of the City of Sydney; Hybrid; AUD 80,000 - 100,000; Full time

Job summary

A global FinTech company is seeking a Brand and Communications Strategist to manage its online reputation across platforms like Trustpilot and Google Reviews. This role focuses on building trust and driving conversion while addressing customer feedback. Candidates should have 3-5 years of experience in reputation management, strong data analysis skills, and exceptional written communication abilities. A hybrid work arrangement is offered with growth opportunities and various perks.

Benefits

Healthcare coverage (medical, dental, optical)

Gym benefits

Complimentary snacks and beverages

Opportunities for career growth

Flexible dress code

Qualifications

• Minimum 3-5 years in online reputation management or corporate communications.
• Experience in FinTech or regulated industries preferred.
• Exceptional written communication skills for professional responses.

Responsibilities

• Monitor and respond to all reviews within 24 hours.
• Develop strategies to achieve and maintain 4.0+ star ratings.
• Ensure brand voice remains consistent across global.

Skills

Data analysis

Crisis management

Written communication

Reputation management

Bilingual capability (English and Mandarin Chinese)

Education

3-5 years in online reputation management or corporate communications

Tools

Reputation management platforms (Trustpilot Business, Review Trackers)

Analytics tools

Job description

TMGM is a global FinTech company specialising in online trading, serving thousands of clients across global. We’re at a pivotal growth stage where reputation matters more than ever - and we need someone exceptional to own it.

We’re looking for a Brand and Communications Strategist who understands that online reputation isn’t just about damage control - it’s about building trust, driving conversion, and turning customer feedback into business intelligence.

You’ll own TMGM’s presence on the platforms where our customers make decisions: Trustpilot, Google Reviews, Apple App Store, and Google Play Store. Your work will directly impact customer acquisition, retention, and how the market perceives us.

This role will suit you if:

• You're energised by turning challenging feedback into positive outcomes
• You see patterns in data that others miss
• You thrive in fast-paced environments where your decisions have immediate impact
• You want meaningful work where you can see the results of your efforts daily

Key Responsibilities

1. Platform Reputation Management

• Monitor and respond to all reviews within 24 hours with professionalism and empathy
• Craft responses that resolve issues, showcase our values, and turn detractors into advocates
• Identify urgent issues and escalation to Customer Support, Product, or Leadership with clear context
• Analyse review trends to uncover systemic issues and opportunities for improvement
• Maintain response templates and guidelines that scale while staying authentic

2. Rating Optimisation and Growth

• Develop and execute strategies to achieve and maintain 4.0+ star ratings across all platforms
• Design campaigns that encourage satisfied customers to share positive experiences
• Collaborate with Customer Success to identify advocates and timing for review requests
• Test different approaches to review generation and double down on what works
• Work closely with Product and Support teams to address root causes of negative feedback

3. Global Brand Consistency

• Ensure brand voice remains consistent across global
• Adapt communication approach for cultural nuances while maintaining brand integrity
• Build and maintain comprehensive response playbooks for various scenarios
• Partner with regional teams to address market-specific reputation challenges
• Train internal stakeholders on brand voice and reputation best practices

4. Strategic Insights and Reporting

• Track key metrics: star ratings, review volume, sentiment trends, response rates, competitor benchmarking
• Deliver weekly and monthly reports that translate data into actionable business insights
• Present findings to Leadership demonstrating how reputation impacts customer acquisition and retention
• Use customer feedback to inform product roadmap and customer experience improvements

5. Crisis Management

• Act as first responder when reputation issues arise, coordinating swift and appropriate responses
• Develop and maintain crisis communication protocols for various scenarios
• Work with Legal and Compliance on sensitive FinTech-related communications
• Manage relationships with platform support teams to resolve escalated issues

• Minimum 3‑5 years in online reputation management, digital brand management, or corporate communications, with proven success improving ratings on Trustpilot, Google Reviews, and app stores
• Experience in FinTech, financial services, or regulated industries preferred; demonstrated ability to manage sensitive communications with appropriate discretion
• Hands‑on experience with reputation management platforms (Trustpilot Business, Review Trackers, etc.), analytics tools, and understanding of app store optimisation (ASO) principles
• Exceptional written communication skills with ability to craft professional, empathetic responses and adapt tone for different audiences and cultural contexts
• Strong data analysis skills with ability to identify trends, extract insights from customer feedback, and translate findings into actionable strategies
• Demonstrated composure and sound judgment when managing high‑pressure situations, negative feedback, or reputation‑threatening incidents
• Proven ability to work effectively across functions (Product, Customer Support, Legal, Leadership) and build strong cross‑functional relationships
• Experience managing communications across multiple markets with sensitivity to cultural nuances
• Highly Desirable‑Bilingual capability in English and Mandarin Chinese

• Hybrid working arrangement - 2 Days of remote work per week
• Opportunities for enriching career growth, including exposure to regional contexts
• Complimentary snacks and beverages available in the office pantry
• Healthcare coverage (medical, dental, optical), gym benefits
• Flexibility in smart casual dress code
• Young, vibrant and open work culture