Online Reputation Manager

How will this role impact First Command

The Online Reputation Manager is a key contributor to the companys efforts to create and maintain a favorable brand image. This individual will report directly to the Director Strategic Reputation Management and work closely with the Chief Marketing Officer Director Internal Communications and other senior leaders to build and strengthen the firms 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 companys best image in an increasingly online world.

What will the employee do in this role

• Monitor and manage social media platforms and other online venues (including but not limited to Glassdoor Indeed Google/Apple app store Google Business Profiles Yelp WalletHub TrustPilot and Better Business Bureau) and respond to feedback from clients employees Advisors and other key audiences
• Provide insight to leadership through monthly analytics trends and recommendations to influence long-term positive reputational change
• Build relationships across the enterprise to understand organizational structure and business model to leverage effective digital communication tools
• Support data-based decisions by monitoring and reporting through digital measuring tools
• 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 and quality management team following up on client complaints and managing a log of complaints and outcomes for reference.
• Interface with board and executive and senior leadership to create and oversee content on company website and marketing portal
• Develop strong relationships with external partners to create engaging content and enhance presence on external company profiles
• Partner with social media team in support of executive leader brand strategy
• Write edit and develop clear concise and grammatically correct content aligned with the First Command employer 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

Preferred

• Knowledge of FINRA SEC marketing regulations
• Veteran or military experience

Required 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 AP style marketing processes and terminology.
• Expertise with digital and social mediums social tracking platforms sentiment analysis 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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