Marketing - Reputation Management Specialist

TITLE: REPUTATION MANAGEMENT SPECIALIST
STATUS: EXEMPT
REPORTS TO: VP - MARKETING
DEPARTMENT: MARKETING
JOB CODE: 11484

PAY SCALE: $64,480.00 - $70,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Reputation Management Specialist will be part of the Marketing Team responsible for the Brand Experience at Golden 1, building trust and brand loyalty with members, by managing and maximizing online reviews and ratings of products and locations.  The Specialist will work with internal stakeholders to develop strategies to increase positive product reviews and leverage reviews in content marketing plans. This position requires familiarity with social media platforms, the ability to develop on-brand and search engine optimized content, management of multiple cross-functional initiatives, and analytic skills to provide actionable insights on marketplace trends.

TASKS, DUTIES, FUNCTIONS:

1. Proactively manages online sentiment by monitoring and responding to reviews and ratings in a timely manner to support a quality image, which can include social media, review sites, blogs, etc. 
2. Develops and executes content marketing plans to leverage positive reviews in member communications and digital marketing campaigns.
3. Creates monthly reporting and disseminates to key stakeholders. Leverages reporting to enhance member experience, member service, and to drive content marketing strategies.
4. Contributes to the growth of key performance indicators including brand consideration and choice; positive sentiment; and quality and quantity of five-star reviews. 
5. Write and edit content such as member newsletters, letters, operational impact communications, and website content. Maintains content marketing calendars for key member communications. Coordinates with MarTech and other internal stakeholders to execute communications on channel platforms.
6. Ensure branch and ATM location listings on Google, Yelp, Apple Maps, etc. are accurate and update as necessary.
7. Execute strategies to increase positive product reviews in conjunction with Product, MarTech, Corporate Strategies, and other internal stakeholders.
8. Establish policies and procedures to manage public interactions, including escalation of comments or questions to internal member care teams.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to accomplish tasks.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Back Office and Branch Employees.
2. EXTERNAL:  Vendors, print shops, members, and prospective members.

QUALIFICATIONS:

1. EDUCATION: BA in Marketing, Communications or Business or equivalent related experience.
2. EXPERIENCE: 3 or more years' experience in marketing or communications for an in-house marketing department or agency. Financial Institution experience a plus. 
3. KNOWLEDGE / SKILLS:

• Excellent written communication skills. Experience writing SEO content preferred.
• Hands on experience working with Reputation Management tools and platforms such as Sprout Social, Google, Yelp, Trust Pilot, etc.
• Well-developed project management skills with knowledge of planning and development processes
• Familiarity with daily management of vendor partners and outsourced resource management.
• Computer proficiency in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS PowerPoint, and ability to learn new software and social media programs.
• Excellent organizational skills with ability to communicate, both written and verbal, with people at all levels of an organization.
• Deadline driven with strong sense of urgency and commitment to productivity.
• Proven ability to leverage multiple types of tasks and projects while working independently.
• Strong attention to detail with ability to ensure quality output of final product.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES / CERTIFICATIONS:

None

REV. 11/30/2023