Marketing Specialist

Brand & Reputation Specialist

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

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

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
• 35+ 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.