Reputation and Social Media Manager

About the Role

As the Reputation and Social Media Manager at Beyond Finance you’ll take on the critical role of maintaining our favorable brand image and online presence, and assisting with client satisfaction.

You’ll work closely with our marketing and operations teams to ensure all of our brands maintain a positive, strong public perception and that specific client concerns are addressed quickly and effectively.

We are looking for someone who is eager to work in a close-knit, collaborative environment, excited about improving the client experience through online feedback, and at the same time can take real ownership of their own projects and responsibilities.

What You’ll Do

• Act as the primary community manager for our client focused, invitation only online community
• Maintain a clear and concise messaging strategy for replying to public reviews and comments with senior leadership buy-in
• Reply to reviews left on multiple third party platforms, including Trustpilot, BBB, and others
• Collaborate with internal Strategy & Operations and Client Success teams regarding the escalation of specific client complaints and program issues
• Discover any online reputation threats and repair damage when necessary
• Develop and execute on campaigns for growing online community membership and engagement
• Track and deliver monthly reports to senior leadership regarding online reputation results, feedback themes, and other notable developments
• Act on requests from stakeholders to gather reviews for marketing material and other internal projects
• Collaborate on other brand initiatives as required

What We’re Looking For

• 4 - 6 years experience in a reputation management role and/or a direct customer service role
• Community manager experience with an online platform like Reddit, Kajabi, or Facebook groups
• Experience with review platforms like Trustpilot, BBB, and Google Business profiles
• Proficiency with online reputation software platforms and Google Workspace
• Passionate about excellent client experience and can work cross functionally to deliver online feedback
• Ability to meet deadlines, manage multiple projects, and remain flexible as priorities change
• Strong organizational skills and attention to detail
• Excellent writing and editing skills in English
• Emotional intelligence and the ability to operate from a place of kindness and compassion
• Interest in expanding current knowledge and skill set

Bonus Points If You …

• Previously worked for a consumer finance company
• Have experience with creative marketing and content development