Senior Reputation Manager

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Establishing from the ground up and centralizing Reputation Management processes for the company's products.

• Monitoring, analyzing, and managing reputation across platforms such as Trustpilot, App Store, Google Play, Reddit, Quora, forums, and other sites.

• Enhancing operations with Trustpilot and review platforms, including improving ratings, collecting organic feedback, addressing negative reviews, and disputing fake, spam, or manipulative reviews.

• Developing the SERM direction and managing search reputation.

• Collaborating with brand mentions, PR materials, thematic resources, and channels that impact search results.

• Crafting strategies for brand presence on Reddit, Quora, and specialized communities.

• Advancing AI Reputation Management in Google AI Overviews, ChatGPT, Perplexity, and other AI search engines and LLM systems.

• Building analytics for the direction: defining metrics, tracking trends, identifying patterns, and setting tasks for analysts for dashboards.

• Establishing a feedback loop with product teams and transforming user feedback into product insights.

• Cross-functional collaboration with Product, Support, Marketing, Legal, Compliance, and SEO on reputation initiatives and crisis plans.

• Automating routine processes and strategically scaling the reputation department.

⛳️ Requirements

• High level of expertise in Reputation Management / SERM and practical experience in building or developing this area.

• Practical experience with Trustpilot: improving ratings, organizing feedback collection, managing moderation, and handling legitimacy and removal cases.

• Experience in SERM in Tier-1 markets, particularly in the USA and Europe.

• Deep understanding of the mechanics and policies of App Store, Google Play, and Trustpilot.

• Experience with Reddit, Quora, and thematic platforms.

• Strong analytical skills: defining metrics, structuring data, identifying patterns, and making decisions based on them.

• Proven experience in effective cross-functional interaction with Product, Support, Marketing, Legal, Compliance, and SEO teams.

• Proficiency in English at B2 level or higher.

• Experience in Reputation Management for mobile applications and within product companies is a plus.

• Practical experience in managing brand reputation and visibility in ChatGPT, Gemini, Perplexity, and other LLM/AI systems is advantageous.

• Experience in automating feedback monitoring, collection, and analysis processes is a plus.

🏝️ Benefits

• Fully remote work from anywhere in the free world.

• Access to offices in Kyiv and Warsaw if desired.

• Equipment provided regardless of work format and geography.

• Online yoga classes twice a week.

• Internal English speaking clubs with native speakers.

• Opportunities to speak at internal and external events.

• Annual budget covering up to 50% of professional conferences, educational events, and activities.

• Fixed annual budget options: 50% for health insurance, psychotherapy, sports, or dentistry.

• 40 days of paid vacation and sick leave without date restrictions.

• Provision of all necessary tools for seamless operation.

• Support for the Armed Forces and initiatives for the recovery of Ukraine.