Job Details

Job description

If you are passionate about a career in the Digital Advertising Industry, this job is for you!

We are committed to success. Employee empowerment is our passion, and we believe the sky's the limit regarding People's success.

This position is full-time and based in Gainesville, Florida (on-site)

ETC Description

Event Tickets Center (ETC) is a leading ticket marketplace connecting audiences nationwide and in Canada with tickets for sports, music, and theater events. We prioritize security and customer satisfaction in every interaction. We ensure all purchases are backed by a 100% Buyer Guarantee. We are committed to providing unforgettable experiences for fans and enthusiasts alike in the US and Canada.

Role Summary:

The Customer Experience and Reputation Manager will drive the strategy of our online reputation, customer service, and customer experience across all brands. The role will be responsible for championing customer satisfaction while protecting and enhancing our brand's reputation across public platforms and regulatory channels. This role will be responsible for monitoring, analyzing, and shaping strategies related to online reviews, escalated customer complaints, overall customer experience, and coordinated communication efforts. You will also manage responses to agencies such as the Better Business Bureau (BBB) and state Attorneys General.

Role Description:

As the voice of the brand in high-visibility and high-sensitivity situations, you will collaborate across departments to ensure thoughtful, consistent, and timely responses that reflect our commitment to customer satisfaction, brand integrity, and an exceptional customer experience.

Key Responsibilities:

Monitor and Manage Reviews & Customer Experience:

· Track and analyze customer feedback across platforms like Trustpilot, Google, Yelp, BBB, and industry-specific review sites.

· Oversee and handle escalated responses to both positive and negative reviews in a professional, brand-aligned tone, ensuring alignment with customer experience strategies.

· Identify trends in feedback to proactively address systemic issues and enhance customer experience.

· Develop and implement strategies to enhance customer satisfaction and loyalty based on feedback analysis.

Complaint Resolution & Customer Communication Strategy:

· Lead resolution of escalated customer complaints from social media, public review sites, or referred by legal/regulatory bodies.

· Partner with customer service and legal teams to resolve complex issues efficiently and fairly, ensuring consistent communication.

· Develop and manage customer-facing communication strategies, including templates for responses, FAQs, and guidelines across all digital platforms.

· Monitor and analyze communication effectiveness metrics and adjust strategies to optimize customer engagement and resolution rates.

Agency & Regulatory Inquiries:

· Respond to consumer protection agencies such as the BBB, state Attorneys General, and other regulatory bodies.

· Draft formal replies, coordinate documentation, and track resolution outcomes, ensuring consistency with communication strategies.

Brand Sentiment Reporting & Customer Insights:

· Compile reports on public sentiment, review scores, and customer experience metrics; share insights and recommend improvements to internal stakeholders.

· Track KPIs related to brand reputation, customer satisfaction, and communication effectiveness.

Cross-Functional Collaboration:

· Work closely with Marketing, Social, Legal, and Customer Service teams to ensure unified messaging and consistent customer experience.

· Support crisis communications and PR efforts when needed, aligning communication strategy.

· Any other related duties as assigned.

Qualifications:

· Bachelor's Degree in Communications, Marketing, Public Relations, or a related field.

· 3-5 years of experience in reputation management, customer relations, PR, or a similar role.

Knowledge and Skills

· Familiarity with platforms like Trustpilot, Google My Business, BBB, and social media monitoring tools is required.

· Experience working with legal or regulatory correspondence is a plus.

· Strong writing and communication skills with impeccable attention to detail.

· Ability to remain calm, empathetic, and professional in high-pressure or emotional situations.

· Analytical mindset with experience in reporting on customer sentiment and online reputation metrics.

· Customer-first mindset.

· High emotional intelligence and diplomacy.

· Experience in a fast-paced, consumer-facing industry (e.g., e-commerce, ticketing, travel, finance).

Some of what we offer!

Besides an authentic atmosphere and an excellent TEAM, we offer all employees a generous benefits package.

All benefits plans are 100% paid for employee coverage. Family coverage includes employee contributions. 401K up to 6% company match, generous PTO bank, sick time, major holidays off, free Event Tickets - Up to $1,000 a year, an amazing company culture, and more.

We have a culture of collaboration, innovation, and accountability. We believe in working together to achieve exceptional results while nurturing an environment that fosters growth and learning. Your ideas matter here. We're invested in your success. Through mentorship programs, ongoing learning opportunities, and development plans, we support your growth every step of the way. At Event Tickets Center, our team members are at the center of the business; we treat people with the utmost care and respect.

We are seeking strong potential candidates! We invite you to apply!

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Vision insurance
• Short Term Disability
• Life Insurance