Job Description

Reputation Management Associate

CommonSail Investment Group

The Reputation Management Associate supports Common Sail Investment Group's (CSIG) online reputation strategy across an assigned region of communities and brands. This role is responsible for review generation, response management, digital profile accuracy, and performance reporting, working closely with regional and community leaders to strengthen online visibility and engagement.

The ideal candidate is highly detail-oriented, organized, and proactive, with a strong sense of urgency and accountability. We're looking for a motivated problem solver who takes ownership of their work, adapts to changing priorities, and is excited to grow alongside an evolving team and organization.

Key Responsibilities

Regional Reputation Management & Review Strategy

• Serve as the primary reputation management contact for an assigned region, building strong relationships with communities and regional leaders.
• Set, track, and report review goals, proactively identifying opportunities to improve performance and maintain eligibility for industry awards and internal recognition.
• Partner with leaders to support authentic review outreach to residents, families, clients, and employees.
• Develop and maintain review generation tools, including QR code flyers, request scripts, best practice guides, and trackers.
• Attend regional leadership meetings to share performance updates, insights, and recommendations.
• Train new and existing leaders on review platforms, best practices, and organizational expectations.

Review Response & Compliance

• Monitor and manage incoming reviews through ReviewTrackers, ensuring timely, professional, and HIPAA-compliant responses.
• Collaborate with operational and care leaders to address sensitive or negative reviews, escalating concerns when appropriate.
• Maintain consistent messaging and brand standards across all responses.

Profile & Platform Management

• Own and maintain accurate, optimized business profiles across assigned communities, including Google, Bing, Apple Maps, Yelp, Waze, A Place for Mom, BBB and Caring.com.
• Conduct routine audits to ensure profile accuracy, proper branding, updated photography, and functioning website integrations.
• Proactively identify and resolve profile issues, including suspensions, verification problems, and inaccurate information.
• Develop specialized expertise in assigned platforms, serving as a resource for teammates across regions.
• Present and own the roll out of opportunities to enhance profiles with relevant updates, new content, etc.
• Support new acquisitions and community openings by creating, verifying, and optimizing digital profiles.

Reporting & Continuous Improvement

• Maintain accurate performance dashboards and reports, monitoring review volume, ratings, response rates, and progress toward goals.
• Analyze regional performance to identify trends, challenges, and opportunities for improvement.
• Identify ways to streamline workflows, improve efficiency, and strengthen reputation management processes.
• Maintain documentation, training materials, and relationships with reputation management vendors and platform partners.
• Collaborate with teammates to provide backup coverage and support cross-functional marketing initiatives as needed.

Skills & Qualifications

• Exceptional attention to detail, with a commitment to accuracy, consistency, and quality.
• Strong sense of urgency and accountability, with the ability to prioritize effectively, meet deadlines, and follow through independently.
• Excellent organizational and project management skills, with the ability to manage multiple communities and competing priorities.
• Proactive problem-solving skills and a willingness to take initiative rather than wait for direction.
• Strong written and verbal communication skills, with the ability to build relationships and confidently support regional and community leaders.
• Adaptability, curiosity, and enthusiasm for learning new systems, improving processes, and growing professionally.
• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and PowerPoint.
• Experience in online reputation management, digital marketing, customer engagement, or a related field preferred.
• Familiarity with review management tools, digital listing platforms, and HIPAA-compliant communication is a plus.
• Experience supporting multiple business locations or regional teams is a plus.

Growth Opportunities

As CSIG continues to grow, this position offers opportunities to develop specialized expertise, contribute to evolving reputation management strategies, and take on expanded responsibilities within the Insights & Reputation Marketing team.

General Working Conditions

This position entails standing for long periods of time. While performing the duties of this job, the employee is required to communicate effectively with others, sit, stand, walk, and use hands to handle keyboard, telephone, paper, files, and other equipment and objects. The employee is occasionally required to reach with hands and arms. This position requires the ability to review detailed documents and read computer screens. The employee will occasionally lift and/or move up to 25 pounds. The work environment requires appropriate interaction with others. The noise level in the work environment is moderate. Travel to different locations may be required.

#CSIG #CSALL