Brand Reputation Manager

Marketing Mountain View, California Glendale, California

Please make an application promptly if you are a good match for this role due to high levels of interest.

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.

This position is 100% remote and is not required to come into the office.

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.

Responsibilities :

• Developing and implementing brand and reputation management strategies to increase brand awareness and targeted customer ratings improvements.
• Supporting corporate and employer brand campaigns by managing content generation, publication, and monitoring on platforms like LinkedIn.
• Responding to customer inquiries and complaints submitted to third-party review sites.
• Collaborating with other departments to ensure consistency in brand messaging.
• 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.

You will :

• 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 PR, legal, and customer service teams to craft timely responses.
• Act as a representative for the brand in sensitive situations.
• Engage with customers and stakeholders on various platforms.
• Build and maintain relationships with key influencers and brand advocates.

Content & Communication :

• Collaborate with the marketing and content teams to create messaging that aligns with LegalZoom's brand values.
• 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 to align on brand strategies and initiatives.
• Provide insights and recommendations based on reputation analysis.

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.
• Strong understanding of digital marketing, social media, and online review platforms.
• Excellent written and verbal communication skills.
• Proven ability to manage crisis situations.
• Strong analytical skills with the ability to interpret data.
• Ability to work collaboratively with cross-functional teams.
• Passion for LegalZoom's mission and commitment to customer satisfaction.

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 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.

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.

J-18808-Ljbffr