Brand Reputation Manager

Position SummaryThe Brand Reputation Manager is responsible for safeguarding, strengthening, and enhancing the company’s brand reputation across review platforms, public channels, and key stakeholder touchpoints. The role leads reputation-building initiatives, manages review platform presence, monitors public sentiment, and ensures brand communication remains credible, consistent, and aligned with company values. This position also supports crisis communication, reputation risk management, internal feedback alignment, and team development. The role requires strong strategic thinking, emotional intelligence, leadership capability, and the ability to manage both proactive reputation initiatives and reactive communication needs with professionalism and accuracy.Essential Functions Reputation Strategy & Brand PositioningDevelop and implement strategies to enhance the company’s reputation and public image.Align brand reputation efforts with corporate goals, values, and industry best practices.Collaborate with the Public Relations team to establish and maintain messaging frameworks that reinforce credibility and trust.Support initiatives that reinforce brand credibility, professionalism, and customer trust.Review Platform Management & Reputation Building Develop, initiate, and implement review generation strategies across relevant review platforms.Oversee review requests, flagging, disputes, and platform-related reputation activities.Ensure all review platform activities follow platform guidelines and internal compliance standards.Manage communication with review platforms to support company accreditation and verification.Build strong relationships with review platforms and negotiate pricing in the company’s best interestCrisis Communication & Reputation Risk Management Identify potential brand reputation risks and address them proactively before they escalate.Develop crisis communication protocols and structured response plans.Lead response efforts during crisis situations, including messaging, inquiries, and impact mitigation.Collaborate with leadership to ensure timely and effective responses and resolutions to client-related reputation matters.Monitoring, Reporting & Reputation Insights Track public sentiment across relevant platforms and stakeholder channels.Use analytics and monitoring tools to assess reputation trends, platform performance, and public feedback.Prepare reports with data-driven insights, reputation risk assessments, and improvement plans.Interpret communication and reputation data to support decision-making and continuous improvement.Internal Communication & Process AlignmentWork closely with Operations, Compliance, and Sales to ensure public feedback is addressed internally.Translate reputation trends and public feedback into internal process improvement recommendations.Team Leadership & DevelopmentLead and support the Brand Reputation team to ensure strong execution and high performance.Encourage collaboration, innovation, and accountability across the team.Provide training, tools, feedback, and development opportunities for team members.Required CompetenciesExperience with review platforms such as Better Business Bureau, Trustpilot, and Google Business Profile.Experience with reputation monitoring tools and review platform management.Strong analytical skills and ability to interpret communication and reputation data.Familiarity with debt settlement procedures and compliance frameworks is a plus.Proficiency in MS Office applicationsBehavioral CompetenciesStrong strategic thinking and ability to manage high-pressure situations.Strong leadership, coaching, and team development capabilities.Strong verbal communication and active listening skills.High attention to detail and professionalism.Proactive and solution-oriented mindset.Strong judgment when handling sensitive reputation matters.Ability to collaborate effectively with leadership and cross-functional teams.Education and ExperienceBachelor’s degree in Marketing, Communications, Business Administration, or a related fieldMinimum 5 years of experience in brand reputation management, public relations, corporate communications, or a related field, preferably within the debt settlement or financial services industries.