We are seeking a proactive and detail-oriented PR & Reputation Manager to protect and enhance the company’s public image across review platforms, social channels and customer touchpoints.
This is a hands-on, operational PR role with strong involvement in complaint resolution. You will play a critical role in managing negative feedback, coordinating customer recovery and ensuring consistent, professional brand messaging at scale.
As a high-volume automotive retailer, brand trust directly impacts conversion and long-term growth, this role sits at the heart of that mission.
Key Responsibilities
* Monitor Google, Trustpilot and other review platforms daily
* Respond professionally to all customer reviews, prioritising 1★ and 2★ feedback
* Investigate complaints internally with relevant departments
* Work to remove unfair or fraudulent reviews with supporting evidence
* Encourage satisfied customers to update reviews following resolution
Negative Review Recovery
* Own the end-to-end recovery process for dissatisfied customers
* Ensure all negative reviews are contacted within defined SLAs
* Assign cases to the correct branch or department
* Coordinate goodwill gestures including repairs, refunds or collections
* Maintain detailed notes and status updates within the review tracking system
Public Relations & Brand Image
* Maintain consistent brand tone across all public responses
* Draft announcements, press releases and positive brand stories
* Support award submissions, partnerships and community initiatives
Key Skills & Experience
* Strong written communication and conflict resolution skills
* Experience managing customer complaints at scale
* Familiarity with review platforms (Google, Trustpilot etc.)
* Ability to manage multiple cases and stakeholders simultaneously
* Experience in automotive or high-volume retail preferred
KPIs
* Overall review rating improvement
* Percentage of negative reviews resolved or updated
* Successful removal of 1★ & 2★ reviews
Why This Role Matters
In a high-volume automotive retail environment, reputation drives revenue. This role ensures customer issues are resolved quickly, professionally and consistently — helping the business maintain trust and a strong public reputation at scale.
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