Marketing Specialist

Brand & Reputation Specialist

Department: Marketing
Reports To: VP, Marketing
Employment Type: Full-Time | Salary/Exempt

This is an in office position based in Lewisberry PA
About the Role

We're looking for a strategic, detail-oriented Brand & Reputation Specialist to own and elevate how our brand is perceived across every customer touchpoint-nationally and at the local level.

In this role, you'll lead efforts to build, manage, and protect our online reputation , while driving programs that increase review volume, improve customer sentiment, and deliver actionable insights across the organization.

If you thrive at the intersection of brand management, customer experience, and analytics , this is your opportunity to make a measurable impact.
What You'll Do
Reputation Management & Response Strategy

• Oversee brand presence across major platforms including Google, Facebook, Yelp, BBB, and more
• Ensure timely, thoughtful, and brand-aligned responses to customer reviews
• Own response strategy, including handling high-visibility or sensitive situations

Review Generation & Program Management

• Lead and scale an employee-driven review generation program by:
  • Increasing participation across locations
  • Tracking performance and adoption
  • Ensuring fairness and consistency
• Drive improvements in review volume, velocity, and quality
• Partner with Sales, CX, and Operations to integrate review generation into the customer journey

Office-Level Performance & Insights

• Monitor reputation performance at the individual location level
• Identify trends, risks, and opportunities for improvement
• Provide actionable recommendations to enhance customer experience and outcomes
• Influence local teams to drive improvement without direct authority

Review Management & Escalation

• Establish and manage processes for review response and issue escalation
• Partner cross-functionally to resolve customer issues and reduce recurring problems

Additional Responsibilities
Voice of Customer & Insights

• Analyze reviews, surveys, and NPS data to uncover key customer insights
• Translate feedback into recommendations for Marketing, CX, and Operations
• Help drive continuous improvement across the organization

Brand Authority & Visibility

• Identify opportunities for awards, rankings, and brand recognition
• Leverage reviews and testimonials across marketing channels
• Partner with internal teams and agencies to strengthen brand trust signals across search and emerging platforms

What You Bring

• Bachelor's degree in Marketing, Communications, or related field
• 3-5+ years of experience in brand, reputation, customer experience, or marketing roles
• Experience managing online reviews across platforms (Google, BBB, Yelp, etc.)
• Strong written communication skills, especially in handling sensitive or complex responses
• Proven ability to work cross-functionally and influence outcomes
• Experience in multi-location, DTC, or home services environments (preferred)
• Familiarity with reputation management tools (e.g., Broadly, Sprout Social)
• Experience with NPS or Voice of Customer programs

Work Environment

This role operates in a professional office setting with standard equipment and conditions, requiring extended periods of computer-based work.