Reviews & Reputation Specialist

Koala

2d • Hybrid

About The Position

Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place. We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning. Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability. Role Description We are looking for an ambitious operator who wants to learn fast, with real ownership from day one, to own Koala’s reputation everywhere customers form an opinion of us: reviews, social, Reddit, creators and, increasingly, AI assistants. No one at Koala owns this today. You will start by owning the reviews program end to end, then grow it into an engine that drives our SEO, GEO and CRM programmes across AU (lead), US and UK.

Requirements

• 2+ years in community management, social, CRM, or brand/growth marketing, ideally in ecommerce, DTC or a consumer brand.
• A strong writer who can reply as the brand, brief a creator, and write a CRM email that sounds like Koala.
• Hands-on with review platforms (Trustpilot, Google, etc.) and a CRM/email tool (Klaviyo a plus).
• Curious about SEO and AI/GEO: not necessarily an expert, but excited to learn how mentions move rankings and AI answers.
• Comfortable with data: sets targets, reads a dashboard, and lets numbers steer the work.
• A relationship-builder who can win over creators, and a cross-functional operator who gets things shipped with other teams.
• Bias for action, thick skin for public-facing work, and a hunger to learn fast and take real ownership.

Nice To Haves

• experience launching reviews or community for a new product or market
• multi-market or global brand experience
• familiarity with social listening, digital PR, or schema/UGC for SEO

Responsibilities

• Own reviews end to end across Trustpilot, Google, Product Review (AU) and on-site reviews in AU, US and UK, including response, escalation and reporting.
• Build the review-generation engine (post-purchase asks, incentives and flows) that grows review volume and protects our average rating.
• Manage an always-on community across social, Reddit and forums, replying in Koala’s voice and turning happy customers into advocates.
• Work with the Influencer and Social Media Managers in each market to seed influencers and generate UGC reviews, so every new product and market launches with authentic reviews and content in place.
• Own reputation escalation: spot negative trends early and coordinate responses with CS and Legal.
• Grow Koala’s earned mentions across “best of” lists, comparison sites, review aggregators and editorial, so search engines and AI assistants (ChatGPT, Gemini, Perplexity, Google AI Overviews) recommend Koala.
• Partner with SEO on the GEO roadmap, supplying review schema, UGC and off-page signals, and track mentions, sentiment and AI share-of-voice in a single dashboard.
• Work with local CRM Managers to build Klaviyo advocacy journeys and run the global referral program, testing timing, incentives and messaging to lift review and referral rates.
• Work across Ecommerce, Performance Marketing, CX, Product and Legal so reviews convert on-site, feed paid social, and stay compliant in every market.

Benefits

• Hybrid working - We’re mixing it up with ~3 days back in the Alexandria Treehouse (office) and work from bed/home (WFB)
• Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced.
• Fully stocked kitchen with an emphasis on healthy local produce, think bougie brekky, salad bar, kombucha on tap, monthly barbies and more.
• The Koala Treehouse is as pet-friendly as they get!
• Surprise & delight - All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam.
• Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.
• Accelerate your career - via our Learning Management platform, as well as individual and team growth budgets and dedicated days.
• BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding , 1% and so much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed