Customer Marketing Manager/ PR Manager – Reputation Management
| Company | BuildOps |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5-7 years of experience in online reputation management, customer marketing, or a related field
- Experience using review platforms, social listening tools, and sentiment analysis software (e.g., Sprout Social, Brandwatch, Trustpilot, etc.)
- Excellent communicator with strong writing and interpersonal skills
- Understanding of SEO and digital marketing principles related to brand reputation
- Data-driven and able to report on trends, customer sentiment, and performance metrics to inform strategy
Responsibilities
- Monitor & Respond: Track and manage all online reviews, social media mentions, and customer feedback across platforms, industry forums, and review sites.
- Crisis Management: Proactively manage brand perception by addressing concerns and mitigating negative reviews.
- Customer Experience Advocacy: Collaborate with customer support teams to ensure a seamless response process to customer concerns and complaints.
- Sentiment Analysis: Analyze trends in customer feedback, providing actionable insights to internal teams to improve product and service experiences.
- SEO & Content Strategy: Work with content and SEO teams to ensure positive brand messaging is prominently displayed in search results.
- Welcome & Pre-Implementation Communication: Develop and manage automated email sequences, personalized outreach, and educational content to ensure new customers are fully prepared for implementation.
- Customer Readiness Programs: Work closely with the implementation and customer success teams to provide customers with checklists, timelines, and key action items before go-live.
- Engagement & Adoption Campaigns: Drive engagement through milestone-based emails, webinars, and in-app messaging that proactively address common onboarding challenges.
- Feedback Loop & Optimization: Gather early customer feedback on the onboarding process and work cross-functionally to improve the experience.
- Review & Testimonial Campaigns: Develop initiatives to encourage satisfied customers to leave positive reviews on key platforms.
- Customer Engagement Programs: Launch and manage programs to turn happy customers into brand advocates.
- Social Media & Content Amplification: Collaborate with the marketing team to highlight customer wins, employee achievements, and positive brand moments.
- Customer Stories & Case Studies: Partner with sales and customer success teams to identify and showcase customer success stories in written and video formats.
- Event & Community Engagement: Support customer participation in company events, webinars, and online forums.
Preferred Qualifications
- Experience in B2B SaaS or construction tech industries