Ratings & Reviews Analytics Manager

ektello; Plano (TX); On-site; USD 69,000 - 76,000; Full time

Job summary

Ektello is seeking a Ratings & Reviews Analytics Manager to lead VOC initiatives across retail and DTC. The role focuses on analyzing customer feedback, identifying sentiment trends, and translating insights into product and marketing improvements.

The ideal candidate has hands-on experience with ratings platforms (Bazaarvoice, PowerReviews, Yotpo) and VOC tools (Sprinklr, Medallia, Qualtrics, Clarabridge). This is a fully onsite, 6-month contract in Plano, TX with extension potential.

Qualifications

• 3-5 years experience in ratings and reviews management or related analytical role.
• Experience with VOC tools and sentiment analysis.

Responsibilities

• Manage ratings and reviews programs across retail and DTC channels to drive volume and engagement.
• Analyze customer reviews and survey data to identify sentiment trends and improvement opportunities.
• Develop actionable insights to inform product enhancements, marketing messaging, and launches.
• Partner with marketing, product, and CX teams to translate feedback into business improvements.
• Prepare monthly scorecards, quarterly reviews, and executive summaries.
• Monitor competitor performance and identify quality concerns to boost customer satisfaction.
• Evaluate VOC tools and reporting processes, including AI-assisted analytics.
• Present findings to stakeholders to drive data-driven decisions.

Skills

Ratings & Reviews management

VOC / customer insights

Excel

Cross-functional collaboration

Project management

Data analysis

Communication skills

Education

Bachelor's degree in Marketing, Business, Data Analytics, or related field

Tools

Bazaarvoice

PowerReviews

Yotpo

Sprinklr

Medallia

Qualtrics

Clarabridge

Job description

Ratings & Reviews Analytics Manager $50-55/hr 6-Month Contract. HIGH chance of extension Full on-site in Plano,TX

Position Overview

We are seeking a data-driven Ratings & Reviews Analyst to manage customer feedback insights and drive ratings and reviews programs across retail and direct-to-consumer (DTC) channels. This role will analyze customer reviews, identify trends in product sentiment, and translate feedback into actionable recommendations that support product improvements, marketing strategies, and customer experience initiatives. The ideal candidate combines strong analytical and project management skills with hands-on experience using ratings and reviews platforms and voice-of-customer (VOC) tools. This individual will also lead initiatives to increase review volume, monitor product sentiment, and help cross-functional teams make informed, customer-centric decisions.

Work Arrangement

Fully onsite

Key Responsibilities

• Manage ratings and reviews programs across retail and direct-to-consumer channels, driving review volume and engagement against established KPIs.
• Analyze customer reviews, survey responses, and feedback data to identify sentiment trends, recurring themes, product concerns, and opportunities for improvement.
• Develop actionable insights and recommendations that inform product enhancements, marketing messaging, and product launch readiness.
• Partner with marketing, product, and customer experience teams to ensure customer feedback translates into measurable business improvements.
• Build and maintain recurring reporting, including monthly scorecards, quarterly business reviews, and executive summaries.
• Monitor ratings and reviews performance against competitors, identifying emerging product quality concerns and opportunities to improve customer satisfaction.
• Track program performance and review generation initiatives, measuring results against established targets and business objectives.
• Evaluate and improve voice-of-customer tools, sentiment analysis methods, and reporting processes, including opportunities to leverage AI-assisted text analytics.
• Present findings and recommendations to stakeholders, helping teams understand and apply customer feedback to business decisions.

Required Qualifications

• 3-5 years of experience in ratings and reviews management, customer insights, voice of customer (VOC), market research, or a related analytical role.
• Hands-on experience with ratings and reviews platforms such as Bazaarvoice, PowerReviews, or Yotpo.
• Experience using enterprise VOC, customer feedback, or social listening platforms such as Sprinklr, Medallia, Qualtrics, or Clarabridge.
• Strong Microsoft Excel skills and experience analyzing data, identifying trends, and developing reports.
• Proven ability to translate large or complex datasets into clear insights and actionable recommendations.
• Experience managing projects or programs, tracking KPIs, and driving measurable results.
• Strong cross-functional collaboration skills, particularly with marketing, product, and customer experience teams.
• Excellent written and verbal communication skills, including the ability to present findings to stakeholders.
• Bachelor's degree in Marketing, Business, Data Analytics, or a related field strongly preferred, or equivalent practical experience.

Preferred Qualifications

• Experience in consumer electronics, home appliances, consumer durables, or connected home/IoT products.
• Familiarity with data visualization tools such as Power BI, Tableau, or similar platforms.
• Experience with sentiment analysis, text analytics, and AI-assisted customer feedback analysis.
• Experience working within a large, matrixed organization with multiple stakeholders.
• Experience supporting product launches, review generation campaigns, or customer engagement initiatives.

Ideal Candidate Profile

• The ideal candidate is an analytical and proactive professional who can connect customer feedback to business outcomes.
• They are comfortable working with large datasets, managing review-focused programs, and presenting clear recommendations to cross-functional stakeholders.
• They bring a balance of technical platform knowledge, project management experience, and a customer-first mindset.

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