Senior Reputation Manager

Senior Reputation Manager will own and execute strategies to build, manage and improve the company reputation across digital platforms, communities and consumer touchpoints. The role consists of data-driven decision making with creative brand communication to ensure trust, credibility and longterm customer loyalty.

WHAT YOU WILL DO:

Reputation strategy and execution

• Identify and prioritize key reputation channels (TrustPilot, Reddit, Facebook, TikTok, Instagram, YouTube, Google reviews, niche forums);
• Build and execute a channel specific strategy for both fast ecommerce products and longterm brands;
• Monitor sentiment, mentions and conversations across social platforms, forums and review sites.

KPI development and tracking

• Define measurable KPIs to target reputation performance;
• Build and maintain a quarterly improvement roadmap with clear metrics and reporting;
• Present insights and progress with actionable recommendations.

Customer experience and reputation flow

• Collaborate with product, CX and marketing teams to design customer experience flows that naturally drive positive reputation (e.g., post purchase review flow);
• Implement strategies for resolving negative feedback and turning detractors into promoters;
• Build scalable processes for encouraging authentic reviews, testimonials and community engagement.

Brand awareness and trust building

• Partner with marketing and product teams to align messaging and brand narratives with reputation goals;
• Leverage community engagement and user generated content to develop reputation;
• Drive proactive storytelling to showcase product quality, customer experiences and brand purpose.

WHAT WE EXPECT:

• Experience in online reputation management, community engagement or brand strategy (preferably within ecommerce or direct to client brands);
• Strong understanding of review platforms, online forums and social media ecosystems;
• Ability to set KPIs and track performance metrics related to reputation and customer sentiment;
• Knowledge of customer experience design and how it impacts trust, loyalty and advocacy;
• Strong analytical skills with experience in using tools for social monitoring, review tracking and sentiment analysis;
• Excellent communication skills, both written and verbal, with the ability to engage communities authentically;
• Strategic thinker with hands on execution ability, capable to balance short term reputation management with long term brand building.

WE OFFER:

• Salary range starting: 2800 - 3600 EUR Gross (according to qualifications);
• Workplace Flexibility: flexibility in the workplace, including a hybrid working model;
• Encouraging learning environment: opportunities for professional development, including a budget for books and online courses and time for learning;
• Collaborative, dynamic & experienced team: a culture where diverse perspectives are valued and encouraged;
• Regular team building: activities to strengthen bonds with your colleagues through regular team events and outings;
• Referral bonuses: there is an opportunity to receive a reward for recommending someone to the team;
• Modern offices: offices in Vilnius and Kaunas city centers (shower, kitchen, Foosball & other benefits for a comfortable working environment);
• Office Perks: weekly snack refills, bun Wednesdays to brighten your midweek, and company lunch on the last Friday of each month;
• Celebrations & Events: company-wide events and celebrations, such as results overviews, Christmas parties, and summer events;
• Personal Celebrations: recognition of personal milestones and celebrations, such as birthdays and anniversaries.

Can you see yourself on our team? Drop us your CV at [email protected]!