IN Online Reputation Manager
Core
Own and execute strategy for monitoring, analyzing, and addressing customer feedback across public digital platforms including App Store, Google Play, Facebook, Instagram, X, YouTube, Reddit, and Trustpilot.
Role type
Online Reputation Manager
Builds
Public image and brand voice across digital banking platforms
Domain
Fintech / Digital Banking
Deliverable
dashboards & analysis
Required skills
Social media monitoring, App store review management, Cross-functional coordination, Sentiment analysis, Tone-of-voice guidelines, Community engagement, Escalation management
Preferred skills
Crisis communication, PR background, UX feedback loop management, Startup experience
Technologies
AppFollow, Brandwatch, Sprout Social
Responsibilities
Monitor and respond to customer reviews and inquiries on public platforms; Coordinate with Customer Support, Product, Legal, and Marketing teams; Track emerging online sentiment trends and detect PR risks; Generate weekly and monthly reputation performance reports; Develop tone-of-voice guidelines; Proactively build positive reputation through community interactions; Work with Mobile Product and Marketing teams to improve app review scores.
Seniority
Mid-level, hands-on IC
