Online Reputation Manager

Job Description

How will your role impact First Command?

The Online Reputation Manager is a key contributor to the company's efforts to create and maintain a favorable brand image. This individual will report directly to the VP, Communications & Media Relations and work closely with the Chief Client Experience & Marketing Officer, Director of Internal Communications, and other senior leaders to build and strengthen the firm's online reputation, support broader efforts to address reputational challenges and identify and pursue opportunities to advance the First Command brand. This person should be a self-starter with the ability to work independently and on teams. As a highly effective and productive individual contributor, the Online Reputation Manager should be able to multitask, easily moving between strategic and tactical responsibilities. This person is expected to rapidly solve problems, recognize potential issues, and use independent judgment. Daily responsibilities include monitoring social media platforms and other online venues for feedback from clients, employees, Advisors, and other key audiences. This individual will rely on strong writing and communication skills to create and disseminate messaging that helps showcase and bring attention to positive reviews as well as respond to and potentially neutralize negative reviews. This person will proactively seek out online opportunities to encourage positive online engagements and build the brand. Through these efforts the Online Reputation Manager will play an instrumental role in putting forward the company's best image in an increasingly online world.

What will you be doing?

• Monitor and manage social media platforms and other online venues (including but not limited to Glassdoor, Indeed, Google/Apple app store, Google My Business and Better Business Bureau) and respond to feedback from clients, employees, Advisors and other key audiences
• Provide monthly analytics, trends, and recommendations for addressing negative activity and encouraging positive responses
• Work to educate and enhance Field knowledge and understanding of professional and office brand reputation and the positive and negative impacts to their business.
• Establish and maintain best practices and synergies with our client compliance team, following up on client complaints and managing a log of complaints and outcomes for reference.
• Create and oversee content on company website related advancing First Command's brand reputation
• Develop strong relationships with external partners to create engaging content and enhance presence on external company profiles
• Partner with external agency to develop social media content in support of executive leader brand strategy
• Write, edit, and develop clear, concise, and grammatically correct content aligned with the First Command brand
• Timely dissemination of content on appropriate channels
• Self-starter and team player with ability to multi-task
• Strong listening and problem-solving skills
• Ability to build and maintain strong relationships with senior leaders
• Effective in a fast-paced, deadline-oriented environment
• Strong project management skills

What skills/qualifications do you need?

Education

• College degree required
• Communications, journalism, or English degree preferred

Work Experience

• At least 5 years related experience required
• Demonstrated excellence in writing with ability to produce clear, concise messaging that resonates with targeted audiences

Knowledge, Skills, and Abilities

• Effective in a fast-paced, deadline-oriented environment; able to meet multiple deadlines and prioritize simultaneous projects
• Ability to effectively organize material, distill complex ideas and write concise, informative content
• Outstanding editing and proofreading skills with attention to detail.
• Strong organizational skills and the ability to multitask and shift priorities as business needs require.
• Develop interpersonal and relationship-building skills that facilitate strong working relationships with key stakeholders.
• Strong knowledge of marketing processes and terminology.
• Expertise with digital and social mediums as well as experience in digital engagement campaigns for both internal and external audiences.
• Demonstrate proficient expertise in MS Office (Word, Excel, PowerPoint), SharePoint and willingness to become proficient in other software.

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