Reputation Management Manager

Overview

Location: Remote (EU timezone preferred) Reports to: CMO Type: Full-time

About Plateful
Plateful is a premium DTC kitchen brand. We make titanium cookware, vacuum sealing systems, and other high-margin kitchen products people actually love. We’re scaling fast, hiring fast, and building a brand that earns trust at every touchpoint.

That last part is where you come in.

The Role:
You own how the world perceives Plateful online.

Every Google search, every Trustpilot review, every BBB note, every mention across social and news – that’s your domain. Your job is to monitor what’s being said, respond to it, shape it, and build a cushion of positive sentiment so deep that the occasional bad review barely moves the needle.

This isn’t a comms role. It’s not a PR role. It’s the function that sits between marketing, CS, and brand – and owns the outcome no one else does: when someone looks us up, they should walk away convinced we’re the real deal.

What You’ll Own

• Active monitoring Track mentions and sentiment across the web – review sites, social media, news, forums. Use tools like Google Alerts and reputation management software to stay ahead of what’s being said. You should know about it before anyone else does.
• Review response Reply to every review – positive and negative – within 24 hours. Positive reviews get acknowledgment that reinforces the relationship. Negative reviews get professional, transparent, prompt responses that turn the moment around.
• Negative review mitigation When a negative review lands, you go to work. That might mean picking up the phone and calling the customer directly, getting creative about how to make things right, and finding ways to get the review removed or updated. Whatever it takes – within reason – to turn an unhappy customer into a fair one.
• Review generation Build the cushion. Actively solicit reviews from happy customers – via email, SMS, QR codes, post-purchase flows, wherever it makes sense. The more positive volume we have, the less any single bad review hurts.
• Content strategy for search Create and seed positive content across the web so that page 1 of Google for “Plateful” is dominated by content we’re proud of. Push the good stuff up. Push the bad stuff down.
• Crisis management When something goes sideways – a viral negative review, a bad press hit, a coordinated attack – you’re the first call. Calm, fast, decisive.
• Review platforms Trustpilot, BBB, Google reviews – anywhere customers rate us. You own the strategy and response on these platforms, working closely with our CS team, who own the underlying CS quality that drives scores. You’re partners on this.
• Reporting A monthly view of brand reputation: sentiment trends, review volume and scores, what’s showing up in search, mentions across the web. Leadership should know exactly where we stand.

 

What We’re Looking For

• 2+ years in online reputation management, PR, communications, or customer experience – ideally for a DTC or consumer brand
• Strong communicator. Empathetic, professional, strategic – you can de-escalate a furious customer and still represent the brand well
• Comfortable on the phone. A lot of this job is direct conversation with real customers
• Hands-on with reputation management tools (Google Alerts, Trustpilot, HighLevel, Synup, or similar)
• Analytical. You can spot patterns in sentiment data and feed them back to the team
• Calm under pressure. Reputation problems happen fast and public
• Owner mentality. You don’t wait for direction; you spot the gap and close it

 

What Good Looks Like in Year 1

• Every review gets a response within 24 hours
• A growing cushion of positive reviews across Trustpilot, BBB, and Google
• Page 1 of Google for “Plateful” is dominated by content we want there
• A real monitoring system in place – we know what’s being said about us in close to real time
• Zero reputation crises that catch us flat-footed

 

Why This Role Matters

We’re building a household brand. Household brands don’t get built on ads alone – they get built on what people find when they look us up. This role decides whether a curious shopper becomes a confident buyer.

You’ll work directly with the CMO and have a direct line to the CEO. This is a function we’re building from scratch – you’ll define how it runs.

Tagged as: junior