Brand Reputation, Community Engagement, and Social Listening Specialist

We are hiring a Community & Brand Reputation Specialist. Please note: This is a community monitoring, listening, and triage role; it does not involve content creation or running social media channels.

Position Title

Brand Reputation & Community Specialist / Community Engagement & Listening Specialist

Department

Marketing

Location

Atlanta, GA (Smyrna). In-office Position.

Reports To

Vice President of Marketing

Works Closely With

Customer Operations, Brand, Operations, E-Commerce, and PR

Direct Reports

Individual contributor leveraging cross-functional resources

Date

June 2026

Classification

Exempt, Full-Time

ABOUT KEH

KEH is the largest reseller of pre-owned camera gear in North America. And as the originator of the category has long been a trusted name for photographers, videographers, and creators. Founded in 1979, the company maintains an inventory of more than 60,000 items including over 10,000 unique models, serves a loyal and diverse community of professional and enthusiast photographers, and has built its reputation on an industry-standard equipment grading system, and a customer experience consistently ranked among the best in online retail. KEH sells primarily through its own channels which include direct-to-consumer, by phone/chat, and through physical retail.

KEH is a branded, technical re-commerce company and takes ownership of inventory, inspects, repairs (if necessary) and improves products and provides everything resold a grade, using a system that it pioneered after its founding in 1979. All items resold through its channels are sold as KEH Certified products. The company also has one of the largest repair operations in the sector and the only one with manufacturer authorization of any reseller of camera and related equipment.

The re-commerce market in photography and video is a proven successful market that is now in the early-to-mid stages of a significant growth cycle as consumers increasingly seek to buy, sell, and trade pre-owned products. Over the last 5 years KEH has experienced substantial growth and has aggressively invested into systems and people to support and continue its growth and market leadership — building the technology and operational infrastructure, expanding and deepening its pool of talent, expanding its product sub-categories, and growing adjacent and strategically accretive business lines. KEH is majority owned by D Cubed Group, a private-market-investment firm.

THE ROLE

KEH’s brand lives in an engaged community of photographers and creators who talk about the company every day — across Instagram, Facebook, YouTube, X, TikTok, Reddit, and review sites. This role exists to make sure KEH is listening to that conversation and showing up in it: catching every comment, question, mention, and review, keeping an eye on industry and competitor conversation, and responding in KEH’s voice quickly and helpfully while flagging issues before they escalate.

You will own the day-to-day of social listening and community engagement. You will monitor KEH’s channels and the broader web for mentions of the brand, compile and categorize what you find, respond to comments and messages, and route questions, feedback, and issues to the right internal team. You will be the connective tissue between the community and the rest of the company, surfacing trends, sentiment, and opportunities.

This is a hands-on, high-volume role for someone who writes well, stays organized, and keeps a steady tone even when conversations get heated. The right person for this role is both organized and hands-on, who will execute the responsibilities of the role and leverage the Company's resources and departments to assist.

Please note: This role is strictly focused on community management, listening, and insights; you will not be responsible for content creation, content strategy, or running the social media calendar.

WHAT YOU WILL OWN

• Execute and deliver responses using KEH’s established brand voice in day-to-day community conversations across all social and review channels. Social listening — comprehensive monitoring of mentions, comments, tags, messages, reviews, and relevant industry and competitor conversation so nothing meaningful is missed.
• The quality and speed of community responses, including a consistent, on-brand tone and early flagging of reputation risks.
• Accurate compilation and routing of issues — making sure service, repair, and product concerns reach the right internal owner.
• A clear feedback loop — turning community signal and sentiment into useful insight for all relevant departments.

WHAT YOU WILL DO

• Monitor KEH’s social channels and review sites daily for new comments, mentions, and messages.
• Respond to comments, direct messages, and reviews in KEH’s brand voice, promptly and helpfully.
• Use social listening tools to track tagged and untagged brand mentions, competitor activity, and industry keywords. Analyze and report on qualitative data to measure brand sentiment and spot shifting perceptions or emerging trends.
• Promptly identify and escalate customer service questions and issues to Customer Operations, with the context they need to resolve them.
• Watch industry and competitor conversations and flag potential reputation or service issues early.
• Surface recurring questions, product feedback, and user-generated content to relevant departments.
• Proactively identify opportunities within community interactions to drive positive customer reviews to key platforms such as Google and Reddit, supporting our broader User-Generated Content (UGC) strategy.
• Maintain response templates, FAQs, and tone and escalation guidelines so replies stay consistent.

Translate large volumes of conversational data into clear, actionable reports and weekly dashboards tracking engagement, response-time, and sentiment metrics.

WHAT WE ARE LOOKING FOR

Required

• 2–6 years in social media community management, digital reputation, or customer service role — toward the lower end for the Specialist level and the higher end for Senior Specialist.
• Excellent written communication, with the ability to adopt and maintain a brand voice across platforms.
• Hands-on experience with major social platforms and at least one social management/listening tool (e.g., Sprout Social, Hootsuite, or similar).
• Comfort reading engagement and sentiment data and translating it into plain-language insight and simple reporting.
• A strong customer-service instinct and the composure to handle public, negative, or sensitive comments — and the occasional reputation issue — professionally.
• Highly organized, with the ability to manage a high volume of messages and prioritize what matters.
• Able to work on-site in Atlanta (Smyrna) on a full-time basis.

Preferred

• Interest in or knowledge of photography, cameras, or the creator community.
• Experience in e-commerce, retail, or a brand with an active online community.
• Familiarity with review platforms, community spaces such as Reddit, and social platforms, specifically Meta, TikTok, and YouTube.
• Familiarity with Sprout Social, or similar social listening tools, and using AI tools to work faster and at greater scale.

WHO YOU ARE

You are an organized, fast-moving communicator who genuinely enjoys talking with people online and can switch from a friendly reply to a careful service response without losing the brand’s voice. You stay calm under a steady stream of incoming messages, you sweat the details, and you take pride in making sure no comment goes unanswered. You thrive in a fast-paced, growing company and want your work to be visible in how customers experience the brand.

KEY PERFORMANCE INDICATORS

• Response coverage and speed — share of mentions and comments responded to, and average response time.
• Engagement quality — comments, shares, and meaningful interactions, rather than vanity metrics.
• Community sentiment trend — rising positive and falling negative sentiment over time.
• Issues correctly compiled and routed, and time-to-escalation for service matters.
• Usefulness of voice-of-customer insight delivered to Marketing, Customer Operations, and Operations.

COMPENSATION AND BENEFITS

KEH offers a competitive compensation package commensurate with the scope and seniority of this role. The total compensation framework includes base salary and may include performance-based annual incentives. Benefits include a 401(k) plan, health and dental coverage, short-term disability, paid time off, paid holidays, and flexible spending accounts.

WHY KEH

KEH is a business growing both its scale and sophistication at the same time. But it has long done so in a prudent and smart financial manner, focused on long-term success and not growing to grow. It is majority-held by an investment firm with a core orientation of investing into companies to build them to be “long-term great.” KEH is a place for those who can operate with a strategic and execution orientation and who have a desire to be all-in toward winning in the market and the success of the company.

For someone who loves community and craft, KEH offers a rare combination: a passionate, built-in audience, a brand people already trust, and a company investing in growth where this role’s work is visible and matters.

LOCATION AND TRAVEL

This role is based in Atlanta, Georgia (Smyrna) and is expected to be on-site on a full-time basis. Travel is minimal and occasional, primarily for industry events or company functions.

KEH is an equal opportunity employer committed to a diverse and inclusive workplace.