Reputation Management Seminar

Job Description for a Reputation Manager


Reputation management is the process of tracking the company’s actions and other company’s and customers opinions about those actions, analyzing and reporting on those opinions to create a positive feedback. It is used to make sure that the company’s image is good before the eyes of the customers and potential customers. With the adventure of companies going online and social medias, online reputation management has become one of the most important things for any business, since information online has no borders and travels very quickly.

The Reputation Management is nowadays side by side with the Social Media Management, as most of the social medias have such a big space in people’s lives. This can come for the good – a good review of our product in a blog – or for the bad – a poor review from somebody influent for example. For that, the person chosen for this job has to have the knowledge of the major social medias platforms and be ready to work daily with them (tweeter, facebook, Youtube etc.) The candidate has to be able to promote positive search engine results and for that, it is crucial that the person knows how to use Search Engine Optimization (SEO) techniques.

Everyday people rely more and more on the internet to search for new product, reviews or pictures. In the travel, business is not different and for a hotel, a single bad review can cost a potential customer to disappear. Therefore, the Reputation manager has to be able to maintain a good image for the clients. Any issue with negative impact to the company must be well constrained and fixed. A crisis bad handled can all translate into lost revenues, a decrease in customer confidence and lost of business opportunities. But most importantly, the person should be able to keep these negative events from happening in the first place.

Summarizing, the reputation manager has to:

- Monitor social media accounts
- Evaluate review data for trends and anomalies
- Basic knowledge of SEO and social media channels
- Provide project management support for the creation of new social media accounts.
- Work well both independently and as part of a team
- Have mediation skills – Customer Service

Good communication and writing skills are also crucial.

The reputation manager has to listen, respond and engage on the opinions of the customers about our product, measuring what and where is being said and the impact on the business. And, if necessary, take the measure to repair it.

The efficiency of the reputation management will be evaluated by:
- Increase of number of customers.
- Increase of revenue.
- Increase of number of people attending our social media platforms.