Brand and Reputation Marketing Specialist

Bath Fitter•Harrisburg, PA

19h•Onsite

About The Position

We’re looking for a strategic, detail-oriented Brand & Reputation Specialist to own and elevate how our brand is perceived across every customer touchpoint—nationally and at the local level. In this role, you’ll lead efforts to build, manage, and protect our online reputation, while driving programs that increase review volume, improve customer sentiment, and deliver actionable insights across the organization. If you thrive at the intersection of brand management, customer experience, and analytics, this is your opportunity to make a measurable impact.

Requirements

Bachelor’s degree in Marketing, Communications, or related field
3–5+ years of experience in brand, reputation, customer experience, or marketing roles
Experience managing online reviews across platforms (Google, BBB, Yelp, etc.)
Strong written communication skills, especially in handling sensitive or complex responses
Proven ability to work cross-functionally and influence outcomes

Nice To Haves

Experience in multi-location, DTC, or home services environments
Familiarity with reputation management tools (e.g., Broadly, Sprout Social)
Experience with NPS or Voice of Customer programs

Responsibilities

Oversee brand presence across major platforms including Google, Facebook, Yelp, BBB, and more
Ensure timely, thoughtful, and brand-aligned responses to customer reviews
Own response strategy, including handling high-visibility or sensitive situations
Lead and scale an employee-driven review generation program by: Increasing participation across locations, Tracking performance and adoption, Ensuring fairness and consistency
Drive improvements in review volume, velocity, and quality
Partner with Sales, CX, and Operations to integrate review generation into the customer journey
Monitor reputation performance at the individual location level
Identify trends, risks, and opportunities for improvement
Provide actionable recommendations to enhance customer experience and outcomes
Influence local teams to drive improvement without direct authority
Establish and manage processes for review response and issue escalation
Partner cross-functionally to resolve customer issues and reduce recurring problems
Analyze reviews, surveys, and NPS data to uncover key customer insights
Translate feedback into recommendations for Marketing, CX, and Operations
Help drive continuous improvement across the organization
Identify opportunities for awards, rankings, and brand recognition
Leverage reviews and testimonials across marketing channels
Partner with internal teams and agencies to strengthen brand trust signals across search and emerging platforms