Reputation Management Assistant

San José
Permanente
Tiempo completo

Hace 3 días

At The Moorings and Sunsail, we plan and deliver fantastic yacht charters across the world. We have an abiding passion for sailing, taking yachting holidays to the next level across the most spectacular destinations worldwide, which keeps our customers coming back again and again!The secret to our success within the yacht industry lies in our exceptional teams. We are united by the same purpose: to have fun while creating extraordinary experiences on the water.We are looking to hire a Reputation Management Assistant to join our team! Reporting to the Head of CRM, you’ll help protect and improve both Sunsail and The Moorings' image by monitoring and engaging with customer sentiment on platforms like TripAdvisor, Instagram, and Reddit. Using dedicated reputation and brand listening software, they track reviews, social posts, and travel forums to identify praise, concerns, and emerging trends, ensuring timely, brand-aligned responses that align with policy and guidelines.What we’ll offer:

An extra 3 vacation days each year
Birthday Off
Employee Assistance Program
Employee Group Travel Benefits
Hybrid working

What you’ll do:

Build the plan for online reputation management
Monitor online reputation: Track and analyze brand mentions, reviews, and discussions across platforms like:

TripAdvisor
Instagram
Facebook groups
Reddit
Respond to customer feedback: Draft and coordinate timely, professional responses to customer reviews and comments, ensuring alignment with brand tone and values.
Manage and engage with online communities: Oversee and interact with dedicated social media groups and travel communities, foster positive engagement, address concerns, and encouraging brand advocacy.
Identify emerging trends and issues: Detect patterns in customer sentiment, flag potential reputation risks, and escalate issues to relevant internal teams for resolution and feedback.
Maintain reporting and insights: Produce regular reports on sentiment trends, review volume, and engagement metrics to inform strategic decisions and track reputation performance.
Support content and messaging strategy: Collaborate with marketing and operations teams to highlight positive feedback and allow us to incorporate third-party customer insights into brand messaging/planning.

What you’ll bring:

Digital Communication & Writing: Very strong written communication skills with the ability to craft clear, empathetic, confident, and brand-aligned responses across public platforms.
Social Media Fluency: Hands-on experience managing or engaging with platforms like Instagram, Facebook, Google My Business, TripAdvisor, and Reddit, with an understanding of platform-specific tone and etiquette.
Experience in the travel, hospitality, or tourism sector: Particularly in grasping customer expectations, seasonal trends, and industry-specific websites such as TripAdvisor.
Basic data analysis or reporting skills: Experience using Excel, Google Sheets, or dashboard tools to interpret and present sentiment or engagement data.
Familiarity with brand online reputation management tools: Ability to utilize social listening tools like Brandwatch, Sprout Social, or similar; in-platform responses and using and developing AI agents to support with positive replies and responses. Familiarity with interpreting sentiment analysis, keyword trends, and brand health metrics.
CRM & survey tools: Solid understanding of HubSpot for customer engagement and Qualtrics for gathering and analyzing customer feedback or sentiment data.
Customer-centric mentality: A natural interest in understanding customer perspectives and a proactive approach to resolving concerns and amplifying positive experiences.
Familiarity with SEO and content strategy: Understanding how online reviews and social engagement impact search visibility and brand perception.

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: Talent@Travelopia.com#LI-CA1 #LI-HYBRID

Travelopia

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