Reputation Manager

Parkway Family Auto Group•Houston, TX

14h

About The Position

The Reputation Manager is responsible for overseeing and protecting the online and in-store reputation of Parkway Family Auto Group across all rooftops and brands. This role ensures a consistent, high-quality customer experience by actively managing reviews, monitoring feedback trends, and partnering with store leadership to resolve issues quickly and effectively. This position plays a critical role in maintaining Parkway’s brand standards, strengthening customer trust, and supporting long-term growth through reputation excellence.

Requirements

3+ years of experience in customer experience, reputation management, or marketing (automotive preferred)
Strong written communication skills with the ability to respond professionally in high-pressure situations
Experience with online review platforms and reputation management tools
High attention to detail and strong organizational skills
Ability to analyze feedback and translate it into operational improvements
Strong interpersonal skills and ability to work across multiple departments and locations
Self-starter with the ability to manage multiple priorities independently

Nice To Haves

Automotive dealership experience
Familiarity with OEM CSI programs and expectations
Experience with CRM or DMS systems (Tekion experience is a plus)

Responsibilities

Monitor and manage online reviews across all platforms (Google, DealerRater, OEM sites, social media, etc.) for all locations
Respond to customer reviews in a timely, professional, and brand-aligned manner
Escalate and track negative customer experiences to store leadership and ensure resolution
Identify trends in customer feedback and provide actionable insights to leadership
Partner with General Managers and department leaders to improve customer experience and CSI scores
Develop and implement processes to increase positive customer reviews and engagement
Ensure consistency in messaging and tone across all public responses
Maintain reporting dashboards for reputation performance across all stores
Work with marketing and operations teams to align reputation strategy with overall brand goals
Support crisis management efforts related to customer complaints or public feedback
Oversee ordering and inventory of office and operational supplies across all locations, ensuring stores are properly stocked and aligned with company standards
Support administrative and operational initiatives as needed, assisting leadership with cross-functional tasks that contribute to overall store efficiency
Take on additional responsibilities as business needs evolve, with a focus on supporting customer experience and operational excellence