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Online Reputation Manager
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Coverland
Fullerton, CA (In Person)
$77,500 Salary, Full-Time
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Job Description
Online Reputation Manager Coverland Fullerton, CA Job Details Full-time $70,000 - $85,000 a year 1 day ago Benefits Health insurance Paid time off Employee discount Qualifications Search engines Growing experience Customer communication Teamwork Data analysis reporting Interpersonal skills Reddit Reporting and dashboarding tools Trend analysis Problem-solving Adaptability Process management Full Job Description About Coverland Coverland is a leading automotive cover retailer dedicated to delivering premium-quality products and exceptional customer experiences. As we continue to grow, we're investing in our brand reputation across digital channels to ensure every customer interaction reflects the quality and trust we stand for. About the Role We're looking for an Online Reputation Manager to lead Coverland's brand reputation strategy across review platforms, social media, online communities, search engines, and AI-driven search environments. In this role, you'll be the voice that protects and strengthens how customers perceive Coverland online — turning happy customers into vocal advocates, addressing concerns before they escalate, and building the trust signals that drive conversions. This role sits at the intersection of customer experience, marketing, and community management. You'll work cross-functionally with our marketing, SEO, creative, and customer support teams to translate customer sentiment into actionable improvements and visible brand strength. What You'll Do Reputation Monitoring & Analysis Monitor brand sentiment across Google Reviews, Trustpilot, Reddit, Facebook, YouTube, TikTok, automotive forums, and enthusiast communities Track brand mentions, emerging narratives, and competitor positioning using sentiment monitoring and social listening tools Identify recurring customer concerns and surface insights to product, marketing, and support teams Track AI search visibility and internet consensus surrounding the Coverland brand Review Generation & Customer Advocacy Build and optimize post-purchase review request workflows that ethically encourage satisfied customers to share their experiences Grow customer photo and video review submissions through legitimate engagement campaigns Partner with customer support to identify high-satisfaction customers and invite them to share testimonials Increase review volume across Google, Trustpilot, and other key platforms in compliance with each platform's guidelines and FTC disclosure requirements Issue Resolution & Escalation Respond professionally to negative reviews and online complaints, working with customer support to resolve underlying issues Coordinate removal requests for content that genuinely violates platform policies (defamatory, fraudulent, or factually inaccurate) Flag recurring complaint themes to leadership and recommend product or process improvements Community Engagement Build transparent, brand-owned presence on Reddit, automotive forums, Facebook groups, and enthusiast communities — always with clear brand disclosure Engage authentically in relevant discussions where Coverland can add value Develop relationships with automotive bloggers, influencers, and community moderators Cross-Functional Collaboration Work with SEO and creative teams to amplify positive content and trust signals in search results Partner with marketing to integrate reputation insights into messaging and ad creative Collaborate with customer support on Net Promoter Score (NPS) tracking and sentiment trend analysis Reporting Deliver weekly reports on reputation trends, review growth, sentiment shifts, and competitive positioning Maintain dashboards tracking key reputation KPIs and present insights to leadership What You'll Bring Required 2+ years of experience in online reputation management, community management, social media, or related digital marketing role Demonstrated experience growing review volume and improving brand sentiment for a consumer brand Strong written communication skills with the ability to adapt tone for different platforms and audiences Working knowledge of Google Reviews, Trustpilot, Reddit, and major social media platforms Understanding of FTC disclosure guidelines and platform terms of service related to reviews and endorsements Comfort working with data — pulling reports, identifying trends, and translating findings into recommendations Preferred Experience with ORM and social listening tools (Profound, Sprout Social, Brandwatch, ReviewTrackers, or similar) Familiarity with NPS systems and customer satisfaction analytics Background in automotive, e-commerce, or enthusiast-driven consumer categories Experience with AI search optimization and how brands appear in tools like ChatGPT, Perplexity, and Google AI Overviews Knowledge of crisis communication and reputation recovery strategies Success Metrics In this role, success will be measured by: Review score: Improvement in average rating across Google, Trustpilot, and other key platforms Review volume: Month-over-month growth in verified customer reviews