Online Reputation Management Specialist (Sr. Analyst)

Central Garden & Pet

Central Garden & Pet Company (NASDAQ: CENT), is a leading innovator, marketer and producer of quality branded products for the pet, lawn and garden supplies markets. This position, in addition to supporting the government relations and the communications needs of Central Garden & Pet, also works closely with the Central Life Sciences (CLS) business unit which focuses on improving the health, well-being, and the protection of companion animals, economic animals, plants, stored grains and the environment.

https://www.central.com


Position Details

Online Reputation Management Specialist (Sr. Analyst)
Job
Full-time
7/14/2017
Northern Illinois
Schaumburg, IL

Are you a tenacious self-starter looking to research and experiment with current and developing digital trends and platforms? Are you motivated by rapid industry trends and the opportunity to mix it up try something new?

Our corporate digital marketing team is seeking an Online Reputation Management Specialist who will primarily be responsible for community-level responses to reviews and user generated content regarding a subset of Central’s brands and products. The position is responsible for the development of a comprehensive strategy and implementation to engage online audiences. This may be done both reactively and proactively; within an authentic brand voice (that may change per brand) in order to amplify our advocates, mitigate risk to our brand’s reputations and cultivate loyal consumers. The Reputation Management Specialist will also work closely with each of the brand’s marketing teams to align with messages, risk mitigation, escalation plans, reporting and feedback loops.We are seeking candidates based in the Walnut Creek, CA or Schaumburg, IL areas and this position will report to the leader of our corporate digital marketing team.

MEASURES OF SUCCESS:

  • Work with each of the brands to understand and establish a list of FAQs and maintain the list ongoing based on actual consumer feedback 
  • Address online product reviews and q&a from several retail websites via solutions such as Bazaarvoice and others 
  • Potentially manage an agency that helps respond to reviews if the volume of work warrants a third party 
  • Monitor online reputation for sentiment analysis, brand mentions in social, the blogosphere and news. Respond via solutions such as Social Studio and brand handles when it’s appropriate to do so.
  • Use a variety of tools and native channels to listen and monitor the brand’s online reputation 
  • Report on the reputation of each community and trends regarding product feedback (both positive and negative), measured monthly via the reputation management tool 
  • Create programs that encourage ratings and reviews on our product listings within the rules of each marketplace 
  • Collaborate with the digital and social media team to share learnings and findings in order to positively foster two-way brand conversations 
  • Create and rollout a community-managed response program for crisis management in the event of a reputation risk

IDEAL CANDIDATE ATTRIBUTES:

  • 5+ years of combined work experience with at least 3 years in a social media, PR or reputation management role 
  • Bi-lingual (English and Spanish) a plus! 
  • Familiarity with SEO Customer service experience preferred 
  • Experience with Bazaarvoice, Social Studio and community managing Yelp preferred 
  • Strong communication skills 
  • Excellent grammar and writing skills in different styles/tones 
  • Writing/modifying responses based on brand language 
  • An understanding of consumer’s path to purchase and what motivates them online 
  • Ability to collaborate with multiple teams 
  • Provide timely updates to brands and sales teams 
  • Must be both an independent worker capable of taking ownership of projects and meeting tight deadlines with minimal supervision and a team player willing to compromise and take direction. 
  • An enthusiasm for brand passions and ability to bring brand identity to life through an authentic and consistent voice across multiple properties 
  • Strong project management and organizational skills, flexible schedule, sound decision making and analytical thinking capability 
  • Ability to work in a constant state of alertness and safemanner


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