Brand Reputation Manager
Description
About LegalZoom
LegalZoom has been providing accessible and affordable online legal services for over 20 years. Since 2001, we’ve helped millions of customers launch, run, and grow their businesses, secure their intellectual property, and protect their loved ones with estate planning documents.
As the industry leader in business formations, innovation remains at the center of all we do. LegalZoom employees are creative thinkers and problem-solvers who thrive on collaboration and embrace diversity, equity, and inclusion. Together, we’re working to make a positive impact on the world.
Where we work
In an effort to foster a better work-life balance, LegalZoom is committed to a remote-first work environment. Our Austin, Beaverton, Frisco, LA Metro, and SF Bay Area offices allow our Zoomers to collaborate with teammates and offer special onsite events, lunches, and more.
In an effort to foster a better work-life balance, LegalZoom is committed to a remote-first work environment. Our Austin, Beaverton, Frisco, LA Metro, and SF Bay Area offices allow our Zoomers to collaborate with teammates and offer special onsite events, lunches, and more.
This position is 100% remote and is not required to come into the office.
Overview
Position Overview:
The Brand Reputation Manager will be responsible for safeguarding and enhancing LegalZoom's brand image and reputation. This role involves monitoring and managing public perception, addressing customer concerns, and proactively identifying potential risks to the brand. The ideal candidate will have a strong understanding of brand management, excellent communication skills, and a passion for maintaining a positive brand image.
Essential responsibilities:
Developing and implementing brand and reputation management strategies to increase brand awareness and very targeted customer ratings improvements. These strategies would include leveraging community thought leaders, recommending paid marketing campaigns to address ongoing issues, and flag risk concerns.
- Supporting corporate and employer brand campaigns by managing the intake process for content generation, publication, and monitoring on keystone platforms, such as LinkedIn, with clearly stated objectives, deadlines, and expected results. This would include aligning editorial calendars, partnering with social media and content production teams, meeting regularly with key stakeholders to deliver results in a timely manner.
- Responding to customer inquiries and complaints submitted to third party review sites, engaging with strategy partners to drive increased ratings, and developing content that addresses ongoing brand concerns.
- Collaborating with other departments to ensure consistency in the company's brand reputation messaging and positioning. This includes maintaining a messaging repository that connects to current product marketing, external messaging, employee engagement, and employer brand initiatives with the intention of being able to use this messaging for reactive engagement and crisis communications.
- Monitoring and analyzing market trends and consumer behavior to inform brand management decisions.
- Conducting research to identify opportunities for brand reputation management and development.
- Assisting with the development and implementation of the company's overall marketing and public relations strategies.
- Analyzing the effectiveness of brand reputation management and marketing efforts and making recommendations for improvement.
You will:
Reputation Monitoring & Analysis:
- Monitor online reviews, social media, forums, and other digital channels for mentions of LegalZoom.
- Analyze sentiment and trends to identify potential reputation risks and opportunities.
- Develop and maintain dashboards and reports to track brand reputation metrics.
Issues Management:
- Develop and implement strategies to address potential issues and negative customer experiences.
- Work closely with the PR, legal, and customer service teams to craft timely and appropriate responses.
- Act as a representative for the brand in sensitive situations, as needed.
Customer Engagement & Advocacy:
- Engage with customers and stakeholders on various platforms to address concerns and enhance positive interactions.
- Build and maintain relationships with key influencers and brand advocates.
- Develop initiatives to encourage positive reviews and customer testimonials.
Content & Communication:
- Collaborate with the marketing and content teams to create messaging that aligns with LegalZoom's brand values and mission.
- Draft statements, FAQs, and other communication materials related to brand reputation issues.
- Ensure consistent messaging across all communication channels.
Collaboration & Cross-functional Support:
- Work closely with cross-functional teams, including marketing, legal, customer service, and product, to align on brand strategies and initiatives.
- Provide insights and recommendations based on reputation analysis to inform business decisions.
You have
- Bachelor's degree in Marketing, Communications, Public Relations, or a related field.
- 5+ years of experience in brand management, public relations, or a related field, with a focus on reputation management.
- Strong understanding of digital marketing, social media, and online review platforms.
- Excellent written and verbal communication skills.
- Proven ability to manage crisis situations and respond to negative publicity.
- Strong analytical skills with the ability to interpret data, solve problems, and draw actionable insights.
- Ability to work collaboratively with cross-functional teams and manage multiple projects simultaneously.
- Passion for LegalZoom's mission and commitment to customer satisfaction.
- Bachelor's degree in Communications, Business, or English.
- Experience in the legal services or technology industry.
- Familiarity with reputation management tools and software.
- Experience working in a fast-paced, dynamic environment.
- Experience in project or program management.
LegalZoom is a remote-first company and the national range for this role is $84,400 to $109,400. Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.
● Medical, Dental, Vision Insurance
● 401k, With Matching Contributions
● Paid Time Off
● Health Savings Account (HSA)
● Flexible Spending Account (FSA)
● Short-Term/Long-Term Disability Insurance
● Plus other wellness benefits to include:
○ Fertility
○ Mental Health
○ One Medical
○ Fringe lifestyle benefits up to $250
Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.