Consumer Insights & Reputation Analytics Manager

VOLT•San Luis Obispo, CA

7d•Remote

About The Position

Volt is immediately hiring for a Consumer Insights & Reputation Analytics Manager for a well-known music products manufacturer based in San Luis Obispo, CA. This is a 100% remote opportunity for passionate individuals interested in music, online communities, and sentiment analytics. As an Consumer Insights & Reputation Analytics Manager, you will monitor brand conversations and customer sentiment across various online platforms, develop and implement social listening and brand reputation strategies, and identify recurring customer concerns, product issues, misconceptions, and emerging trends. You will also engage directly with customers and musicians to provide support and resolve concerns, create initiatives to improve brand perception, and collaborate with various internal teams to align messaging and resolve issues. The role involves analyzing customer feedback to deliver actionable insights, identifying opportunities for community engagement, and building relationships with community leaders. Additionally, you will assist in developing customer support materials, track brand sentiment metrics, prepare reports on trends and feedback, develop escalation processes for critical issues, and ensure all online interactions are authentic and aligned with brand voice.

Requirements

4+ years of experience in community management, brand reputation, customer experience, consumer engagement, or a related field.
Strong understanding of online communities including Reddit, forums, YouTube, Instagram, Facebook, Discord, and other enthusiast-driven platforms.
Experience with social listening, sentiment analysis, reputation monitoring, or community management tools.
Experience with tools such as Brandwatch, Sprinklr, Meltwater, Sprout Social, Talkwalker, or similar platforms.
Excellent written communication skills with the ability to engage customers in an authentic and professional manner.
Strong judgment regarding when and how brands should participate in online conversations.
Ability to identify broader customer trends and transform feedback into actionable insights.
Experience collaborating with cross-functional teams including Marketing, Customer Service, Product, Sales, and Leadership.
Strong analytical and problem-solving skills.
Interest in music, musical instruments, recording technology, or musician communities.

Responsibilities

Monitor brand conversations and customer sentiment across Reddit, forums, YouTube, Instagram, Facebook, product reviews, retailer websites, and other online communities.
Develop and implement social listening and brand reputation strategies for the company.
Identify recurring customer concerns, product issues, misconceptions, and emerging trends before they escalate.
Engage directly with customers and musicians to answer questions, provide support, resolve concerns, and share accurate information.
Create proactive initiatives to improve brand perception and address persistent or outdated customer perceptions.
Collaborate with Marketing, Social Media, Customer Service, Product Development, Quality Control, and Sales teams to align messaging and resolve issues.
Analyze customer feedback and online discussions to deliver actionable insights and recommendations.
Identify opportunities for employees, artists, product experts, and brand advocates to participate in community conversations.
Build and maintain relationships with moderators, forum administrators, community leaders, creators, and influencers.
Assist in developing FAQs, educational content, videos, technical resources, and other customer support materials.
Track brand sentiment metrics and establish benchmarks to measure changes in customer perception.
Prepare regular reports on sentiment trends, customer feedback, competitive activity, emerging issues, and engagement opportunities.
Develop escalation processes for product, customer service, legal, PR, and other high-priority issues.
Ensure all online interactions remain authentic, transparent, helpful, and aligned with each brand's voice and values.