Job Description

The Online Brand Ambassador (OBA) plays a key role in strengthening brand presence across e-commerce and review platforms. This position is responsible for monitoring and engaging with customer feedback, collecting and synthesising Voice of Customer (VOC) insights, and supporting brand credibility through timely, accurate, and on-brand responses to product reviews and Q&A.

Working as part of a remote team, the OBA partners closely with leadership to ensure consistent execution of program standards and contributes to actionable insights that enhance the customer experience and support business objectives.

• Monitor and analyze online reviews, customer feedback, and Q&A across retail and e-commerce platforms to identify Voice of Customer (VOC) trends, recurring issues, and opportunities to improve the customer experience, providing actionable insights to leadership
• Respond to customer reviews and product-related questions in a timely, professional, and brand-aligned manner
• Reinforce brand image and presence through thoughtful engagement across .com platforms (reviews, Q&A, forums, etc.)
• Partner with Product Marketing, Sales, Engineering, and other cross-functional teams to address customer concerns, facilitate solutions, and ensure accurate brand communications
• Manage other aspects of Ratings & Reviews for assigned product category, including but not limited to review validity, syndication gaps, badging issues, at-risk SKUs, and proper, optimal SKU groupings
• Maintain accuracy and organisation in reporting tools, dashboards, and tracking systems
• Apply program guidelines and playbooks to ensure consistency in tone, messaging, and response quality
• Collaborate effectively with team members to share learnings, best practices, and efficiencies
• Stay up to date on product knowledge, brand messaging, and platform updates

Education & Experience

• Bachelor’s Degree in marketing, business, communications, or a related field preferred
• 1+ years of experience in customer engagement, retail, e-commerce, digital marketing, or a related field
• Experience working with online platforms, reviews, or customer-facing communication channels is an asset

Knowledge, Skills, and Abilities

• Strong written communication skills with the ability to adapt tone to align with brand voice
• High attention to detail, particularly in written responses and reporting accuracy
• Analytical mindset with the ability to identify trends and summarise insights clearly
• Strong organisational and time management skills in a remote work environment
• Ability to manage multiple tasks and meet deadlines in a fast-paced setting
• Comfortable working with digital tools, reporting systems, and Microsoft Office (Excel, Word, PowerPoint)
• Strong judgement and professionalism when representing the brand in public-facing responses
• Self-motivated with the ability to work independently while contributing to a team
• Significant understanding of remote business tools such as smart phones, tablets, and/or laptop use, including trouble-shooting issues with connectivity
• Proficiency with remote work technologies, including smartphones, tablets, and laptops, with the ability to troubleshoot connectivity and technical issues independently
• Familiarity with consumer electronics products and emerging technologies is preferred but not required

Premium Retail Services is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

Since 1985, Premium has been a top provider of sales and merchandising services, reshaping retail through innovation and excellence for hundreds of renowned brands across retail categories.

With 12,000+ employees across the U.S. and Canada, we are a people-first company, and we strive to ensure our team members enjoy their jobs, feel valued, and emulate our core beliefs – that’s why we frequently promote from within. We encourage our employees to innovate and expand new horizons, making internal development our cornerstone. Find your place at Premium – whether it’s merchandising, sales or brand advocacy, there's a spot for you on our team.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

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