Digital Reputation Specialist

Freddie Mac; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

An established industry player is seeking a Digital Reputation Specialist to enhance their brand's online presence. This role is pivotal in bridging the gap between customer feedback and marketing strategies, ensuring effective communication and community engagement. The ideal candidate will possess a strong background in online reputation management and social media, with a keen ability to analyze data for actionable insights. Join a dynamic team that values collaboration and innovation, where your contributions will directly impact customer satisfaction and brand loyalty. If you are passionate about creating positive online experiences, this opportunity is perfect for you.

Qualifications

• 3+ years in online reputation and social media management or customer service.
• Strong understanding of digital marketing and customer insights.

Responsibilities

• Manage social media comments and reviews to enhance customer experience.
• Collaborate with departments for cohesive reputation management.
• Deliver actionable analysis of online conversations and content.

Skills

Online Reputation Management

Social Media Management

Data Analysis

Effective Communication

Customer Service

Collaboration

Attention to Detail

Empathy

Education

Bachelor's Degree

Tools

Chatmeter

Sprout Social

Meltwater

Meta

LinkedIn

Job description

You're more valuable than ever - And that's just how we'll make you feel.

JOB SUMMARY

Reporting to the Brand Director, this role supports not only the marketing team, but the entire company, online. This position will bridge the gap between the voice of the customer and the marketing team to support the customer journey and apply data to grow and uphold our brand values and customer satisfaction through moderation. This role guides our brand's digital presence by building and supporting our community online. The Digital Reputation Specialist will understand the importance of our brand's voice and tone, ensuring effective and on-brand customer communication, keeping the pulse on what matters to our communities, utilizing reporting tools to gather information, and keeping our marketing team updated with insights and learnings.

The Digital Reputation Specialist is highly collaborative and detail-oriented, and curious about performance to generate insights and take action. The role is a self-starter, proactive about seeking new opportunities and ideas and enjoys supporting our customers in their online communities.

Education

• Bachelor's degree preferred

Work Experience

• 3+ years in online reputation and social media management or customer service.
• Solid understanding of the digital marketing landscape and how customer insights impact strategy

Required Licenses/Certifications

N/A

Additional Knowledge, Skills and Abilities Required

• Proficiency using reputation management platforms such as Chatmeter, Sprout Social, Meltwater is a must
• Experience in social media platforms (Meta, LinkedIn) for business (monitoring, responding to comments and reviews)
• Ability to analyze data and provide actionable insights.
• Effective communicator with strong collaboration and organizational skills
• Empathic and understanding; actively seeks to create the most helpful and enjoyable environment for our customers online
• A passion for care; self-care, healthcare, wellness, etc.
• Highly motivated and capable of working independently as well as with a team
• Attention to detail and highly organized, with the ability to manage multiple social media and review platforms daily
• Excellent interpersonal and teamwork skills necessary - with an outgoing, friendly nature that rapidly builds cross functional relationships
• Clear, concise written and verbal communication
• Well-organized and comfortable in a fast-paced environment

Additional Knowledge, Skills, and Abilities Preferred

• Knowledge of SEO and content marketing strategies.
• Familiarity with crisis management and public relations.

Essential Functions

• Own and manage social media comments, direct messages, Yelp, Facebook, Google ratings/reviews and ad comments to service customers, enhance their journey and create a supportive dialog within our online communities
• Work closely with other departments, such as customer service, marketing, and PR, to ensure a cohesive approach to reputation management and issue resolution.
• Create and own a seamless process for escalations to our Customer Experience team
• In partnership with the Director of Customer Experience and Brand Director, develop social/community standards, expertise, and best practices that scale across our brand and platforms.
• Monitor, facilitate and engage in conversations online about GoHealth and JVs. Organize, respond to and maintain customer reviews and ratings
• Respond to comments and customer queries in a timely manner and foster a dialogue between customers and the brand as well as manage the overall health and engagement of the various communities.
• Own and manage social media comments, direct messages, Yelp, Facebook, Google ratings/reviews and ad comments to service customers, enhance their journey and create a supportive dialog within our online communities
• Deliver actionable analysis of online conversations, content interactions that gives clear and concise summaries of efforts to track outcomes against KPIs
• Capture and report on brand feedback from the community and provide consolidated insights to influence marketing strategy and content that promotes a positive brand image
• Explore and consider new opportunities to engage our audiences and adjust with shifting trends and marketplace needs
• Partner cross-functionally to create strategies for acquiring more positive reviews from customers
• Stay up-to-date with industry trends and best practices in digital reputation management.
• Create ad-hoc reports for various stakeholders including our JV partners and operations
• Coordinate with the PR to manage communication during crises.
• Maintain a flexible schedule, as some weekends/evenings needed due to the nature of social media and the urgency to escalate/respond to certain reviews in a timely manner, but work life balance is highly valued.

Note: This job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

For applicants in California, please review our California Consumer Privacy Statement here. https://www.gohealthuc.com/privacy-policy