Community Management Specialist

Job Summary:  

Responsible for the day-to-day maintenance of the Voice of the Customer program, social channel response at Caliber and the health of Caliber’s location listings across the web. This role will be the first response to all feedback, questions and opportunities that arise across Caliber’s response platforms (local reviews, BBB, social platforms, etc). They will optimize Caliber’s location presence across all lines of business as well as competitor monitoring. This person will be a critical part of the crisis management process as the leader for Caliber’s online reputation. The ideal candidate will be analytical, looking for opportunity areas and action-oriented.  

Essential Job Duties: 

• Executes VOC, listing and review/social management strategy with the objective of increasing Caliber SOV (boost online visibility) and positive WOM 

• First touch for all customer feedback, responding to listing reviews, social engagement, etc. 

• Manage unified inbox of customer opportunities, ensuring proper routing to operations, legal, HR, etc.  

• Ensure that review response rates remain high; monitor star rating improvements over time 

• Ensure potential customer issues (identified through customer feedback) are proactively mitigated and continuously work to enhance processes for long-term success 

• Troubleshoots across internal and external partners as location information issues arise and new locations need to be “opened” online 

• Analyze customer feedback, pain points, and trends to uncover opportunities for improvement and innovation 

• Monitor key performance indicators (KPIs) to assess channel health, customer sentiment and engagement levels. Distribute across relevant internal teams. 

• Proactively engage as Caliber LOBs across all channels – including potential growth channels like Reddit, TikTok, etc. 

• Finger on the pulse of engaging trends, customer discussion, Caliber sentiment across all channels 

• Supporting B2B channel engagement for webinars and other media tactics 

• Foster a customer-centric culture by promoting best practices and educating teams on community management principles 

• Conduct competitive review/listing research to understand Caliber presence in comparison and drive improvements 

• Is part of the crisis management team; Identify existing threats and potential reputational risks before they can cause negative consequences. 

• Collaborating with internal teams, including marketing, customer support and product development, to ensure consistent messaging and support for community initiatives. 

Skill/Requirements: 

• Bachelors in Marketing, Communications, or any other related degree 

• 1-2+ years experience developing managing community and/or review channels like Facebook, Google, Instagram, LinkedIn, Yelp, Reddit, TikTok, etc.  

• Familiar with local rating and reporting programs: Chatmeter, Birdeye, Yext, etc. 

• Quantitative and analytical skills; should be extremely comfortable with Excel  

• Curiosity around user behavior; ability to hypothesize reactions and analyze results 

• Excellent communication and project management capabilities: this role will work across multiple brands and have many key stakeholders.  

• Strong self accountability and ownership as voice of the brand across many channels 

• Strong communication and soft skills with an empathetic mindset.