Overview
Do you have the insight and influence to elevate a brands reputation across every touchpoint? Hendy Group has an exciting opportunity in our Marketing Team for a Reputation Manager.
This position is fully on-site and open to candidates located anywhere within a commutable distance of our operational sites across the South Coast.
The Opportunity
The Reputation Manager centralises, monitors, and analyses all aspects of Hendy Group's reputation, including customer satisfaction, digital reviews, and employee perception. They consolidate data from OEM CSI scores, internal surveys, Glassdoor, and review platforms to provide a single, clear view of overall performance. Working closely with Operations, branch leadership, and Marketing, they identify issues, implement improvements, and coach teams to strengthen both customer and employee reputation.
Role Responsibilities
* Consolidate all reputation metrics; OEM CSI, digital reviews, and employee engagement into a single management dashboard and analyse trends to identify gaps and opportunities.
* Produce monthly and quarterly reports with clear, actionable insights for leadership and Regional Operations Directors.
* Provide data-driven recommendations and ensure reporting aligns with business objectives and performance benchmarks.
* Partner with Regional and branch leadership to create and track action plans that improve customer and employee reputation.
* Coach branch teams on best practices for boosting customer satisfaction and digital review performance.
* Collaborate with Marketing, Operations, HR, and Group leadership to ensure consistent strategies and effective handling of negative feedback.
* Drive continuous improvement by identifying industry best practices, implementing new tools or processes, and ensuring all activity complies with GDPR, data protection, and OEM standards.
The Rewards
As well as a competitive salary and a structured career path, you will benefit from working in a supportive, progressive environment with excellent development opportunities. You can also expect:
* Bespoke induction and learning programme and comprehensive ongoing training throughout your career;
* Enhanced family leave benefit;
* Access to Company Vehicle Scheme;
* Life Insurance;
* Bupa Healthcare Cash Plan for you and your family;
* Opportunity to join the company pension scheme;
* 23 days holiday (plus bank holidays), increasing with length of service;
* Discounts on new vehicle, used vehicle, service and parts purchases; and
* Various perks and discounts with high street and online retailers and services.
About You
* Strong analytical skills with the ability to consolidate, interpret, and manage reputation, customer, and colleague data from multiple sources while identifying performance gaps and improvement opportunities.
* Excellent communication, stakeholder management, and influencing skills, including confident coaching and senior-level reporting.
* Professional handling of sensitive issues, complaints, and negative feedback, combined with strong organisational and prioritisation abilities.
* Proactive approach to continuous improvement, with the ability to develop, track, and monitor clear action plans and best-practice initiatives.
* Proven experience in reputation management, customer experience insight, or a performance-focused role, with strong knowledge of customer satisfaction measurement, digital review platforms, and colleague engagement metrics.
* Skilled in producing dashboards, reports, and actionable insights, with a solid understanding of benchmarking, performance trends, and compliance requirements including GDPR and data protection.
* Experience working in regulated or compliance-led environments with strong cross-functional understanding across Marketing, Operations, and HR.
The Company
Hendy Group is a family-run business with over 80 sites along the South Coast. At Hendy, we aim to deliver a premium experience as we have done for 165 years, all in an effort to achieve our vision of delivering 100% customer and colleague satisfaction; our forward-thinking, progressive outlook perfectly complements our values with honesty, quality, care and customer service at the heart of the company, as they have been since 1859.
If you think you possess the necessary experience, skills and qualifications and would like to be part of Hendy’s continuing success, select Apply Now and submit your CV. We look forward to hearing from you.
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