Role Profile – Brand Reputation Executive Role Purpose The Brand Reputation Executive is responsible for monitoring, analysing and responding to guest feedback across key online review platforms, including Tripadvisor and Facebook. This role focuses on managing web-based complaints, ensuring timely and empathetic responses within agreed SLAs, protecting brand reputation, and driving continuous improvement in guest sentiment and ratings. Working cross-functionally with Marketing, PR, Operations, Contact Centre and Insights teams, the role identifies recurring complaint themes, escalates high-risk issues, and delivers actionable insight to improve the overall customer experience. Key Responsibilities Manage and respond to 100% of online reviews across key platforms within defined SLAs. Handle, resolve and escalate complex or high-risk web complaints appropriately. Identify recurring complaint themes and share insights to reduce negative sentiment. Track and report on KPIs including review volume, ratings, response time and sentiment trends. Produce regular reputation dashboards and performance reports for senior stakeholders. Maintain clear escalation and incident response processes for brand-damaging content. Support positive brand visibility by amplifying strong reviews and aligning messaging across teams. Key Deliverables: 100% online review response rate within SLA. Monthly digital reputation performance reporting. Role Requirements Essential Experience Proven experience managing web-based complaints and responding to online reviews in a customer-facing environment (ideally travel, hospitality or leisure). Experience handling sensitive or escalated cases on public platforms. Background in customer experience, digital, PR or service operations. Skills & Capabilities Excellent written communication skills and ability to adapt tone of voice. Calm, solution-focused approach to public complaint handling. Strong data literacy and ability to translate sentiment insights into action. Understanding of how online reviews influence brand reputation and visibility. Confident engaging and presenting to stakeholders at all levels. Backgrounds from either Customer Complaints, Web Complaints or Marketing would be considered.