Product Content Specialist

ABOUT THE ROLE

We are seeking a dynamic and proactive Community & Communications Specialist to join our team at Webloyalty, overseeing 18 different Cashback and Cyber Security programmes. This role is pivotal in building, managing, and nurturing our member community while protecting our brand reputation, driving SEO value and ensuring our content strategy aligns with our reputation management efforts. The ideal candidate will lead initiatives to engage with members, collect valuable feedback, and drive member satisfaction, ensuring our program stands out in a competitive market.

KEY RESPONSABILITES

1. SEO and Content Optimization:
- Drive SEO value for our corporate and product sites by improving content and implementing effective strategies.
- Maintain and update the corporate website to reflect up-to-date content and best SEO practices.
- Create and optimize landing pages, including interactive “how-to” guides to educate and engage users.
- Support initiatives to improve SEO rankings and manage billing descriptor content.

2. Reputation and Social Media Management:
- Develop, implement, and evaluate global procedures for reputation and social media management.
- Manage relationships with reputation platforms (e.g., Trustpilot), including contract negotiation, implementation, and optimization.
- Develop strategies to improve our public perception by engaging with unhappy customers and resolving issues in a timely and professional manner. - Coordinate with customer service and internal teams to ensure a consistent, thoughtful approach to negative feedback. - Report on member satisfaction metrics derived from internal surveys, social media, and reputation platforms. - Track and analyze review trends, generating actionable insights to prevent recurring issues.

3. Regional Support and Coordination:
- Act as a liaison between the Nyon office and regional teams, ensuring consistent support and alignment with customer service objectives.
- Address and resolve reputation-related issues that require centralized expertise.

4. Community Engagement:
- Organize and lead member focus groups to gather honest feedback on products, services, and overall member experience.
- Implement a robust process for collecting and analyzing member feedback through surveys, review widgets, and other feedback channels.
- Curate and leverage member-generated content (videos, tips, testimonials) to showcase positive experiences and build community trust.
- Build and maintain a direct line of communication with members to foster transparent dialogue and gather ongoing feedback.

5. E-Reputation Initiatives and Outreach:
- Drive community outreach programs, including charity partnerships, referral campaigns, and recommendation initiatives.
- Lead efforts to enhance the brand’s online reputation through innovative campaigns and member engagement.

6. Reporting & Analysis of Member Feedback:
- Compile and analyze feedback from various channels, including review platforms, surveys, and focus groups, to provide actionable recommendations.
- Report on member satisfaction, track reputation metrics, and identify key areas for improvement.
- Collaborate with cross-functional teams to implement changes based on feedback, driving a continuous improvement cycle.

REQUIRED SKILLS & EXPERIENCE

- Proven experience in community management, communications, or a related role.
- Strong understanding of SEO strategies and content optimization techniques.
- Excellent project management and organizational skills, with the ability to manage multiple initiatives simultaneously.
- Proficiency in using social media and reputation management platforms.
- Strong interpersonal and communication skills, with the ability to build relationships across teams and with community members.
- Data-driven mindset, with the ability to analyze feedback and generate actionable insights.
- Creative problem-solver with a passion for engaging and growing communities. - Strong analytical skills, with the ability to interpret feedback, identify trends, and generate actionable insights. - Excellent written and verbal communication skills, particularly in handling sensitive situations with professionalism and empathy. - Experience with review management platforms (e.g., Trustpilot, Google Reviews) and feedback tools. - Highly organized, able to manage multiple initiatives and projects while maintaining attention to detail.

PREFERRED QUALIFICATIONS

- Experience in the cashback, subscription, or e-commerce industry.
- Familiarity with tools for managing focus groups, surveys, and community feedback.
- Familiarity with SEO and Paid Ads. - Experience with Marketing Automation tools.