Junior Online Reputation Specialist

The Role:

We’re looking for a highly organised and detail-driven Junior Online Reputation Specialist to join our growing team. In this role, you’ll play a key part in monitoring and handling XM’s brand’s online presence across review platforms and community channels. You’ll help ensure our responses reflect our brand voice, track sentiment trends, and collaborate with various teams to support ongoing reputation initiatives.

The main responsibilities of the position include:

• Strengthen XM’s brand presence by contributing blog content in collaboration with various internal teams
• Prepare monthly Online Reputation Management status reports using the SpySERP tool, and align insights with the SEO executive
• Propose improvements to our response processes, tone of voice, and community engagement workflows.
• Ensure timely responsiveness on various rating platforms (e.g. Trustpilot, Google Reviews, app stores)
• Monitor and track new reviews daily on assigned platforms, escalating issues as necessary
• Prepare dispute case reports generated from online reviews and coordinate with relevant teams on next steps
• Maintain logs of review responses, weekly activities, sentiment tracking, and flagged items
• Assist in compiling weekly and monthly sentiment and review reports
• Manage Jira ticketing and follow-ups with relevant teams to support branding-related ORM deliverables
• Provide support for social media comment and message responses when required
• Collaborate with the Online Reputation Executive and Community Executive to update FAQs and template responses
• Stay informed about platform policies, industry trends, and best practices in online reputation management
• Work closely with cross-functional teams to ensure consistent messaging and brand representation

Main requirements:

• Bachelor’s degree in Marketing, Communications, Business, or any related field
• Relevant experience will be considered an advantage
• Understanding of social media platforms, online review sites (e.g., Trustpilot, Google, App Store, Play Store), and content moderation is a plus
• Experience using task management or collaboration tools (e.g., JIRA) will be considered an advantage
• Ability to handle repetitive tasks without losing focus or accuracy
• Excellent communication and interpersonal skills
• Strong attention to detail and organizational skills
• Proactive and reliable
• Proficient in Microsoft Office Suite Products or Google Workspace
• Excellent oral and written communication skills in English

The Hiring Experience: What Awaits You

• Let’s Connect – Intro Chat with Talent Acquisition
• Deep Dive – First Interview with Your Future Team
• Bring It to Life – Role-Specific Take-Home Task
• Final Connection – Final Interview

Benefit from:

• Attractive remuneration package plus performance related reward
• Private health insurance
• Private pension insurance
• Intellectually stimulating work environment
• Continuous personal development and international training opportunities

All applications will be treated with strict confidentiality!