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Brand Reputation Manager

Philippines, Cebu City Employment contract · Job Posted May 15, 2026
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Job Description

We are seeking for an experienced Review Management Manager to lead this initiative. This is a foundational role responsible for building, managing, and continuously improving our internal review management program across a growing portfolio of client accounts. The ideal candidate brings deep hands-on experience with Google Business Profile review disputes, a data-informed mindset, and a passion for protecting and growing our clients' online reputations.

Job Responsibility

  • Oversee 24/7 monitoring of client Google Business Profiles for new reviews, policy violations, and reputation risks
  • Develop and maintain standardized response frameworks for both positive and negative feedback
  • Ensure all client reviews receive timely, professional attention in alignment with each brand's voice and guidelines
  • Lead the end-to-end dispute process for reviews that violate Google's policies, including low-quality content, profanity, harmful material, bullying/harassment, discrimination, hate speech, and personal information exposure
  • Build and refine internal best practices for flagging and escalating disputes through Google's formal complaint channels
  • Track dispute outcomes and maintain detailed records of all flagged reviews, star ratings, dispute submissions, and removals
  • Stay current on Google's evolving review policies and platform guidelines to maximize dispute success rates
  • Manage and optimize Incline's customer survey and review routing tools to guide satisfied customers toward submitting high-star reviews
  • Oversee the Survey Collector Tool
  • Collaborate with Client Success Teams to identify opportunities to improve review volume and average ratings
  • Leverage AI-powered tools to analyze client review data, identify recurring themes, and surface actionable insights
  • Deliver regular reporting to clients and internal stakeholders covering flagged reviews, dispute outcomes, removals, and overall sentiment trends
  • Translate data findings into concrete recommendations that help clients improve customer experience and service delivery
  • Manage a team of dispute specialist and review coordinators, to proactively provide high-quality services and results
  • Determine staffing requirements for growing the program, ensuring that it scales efficiently
  • Establish scalable workflows, SOPs, and quality standards for the in-house review management function
  • Serve as the internal subject matter expert on review management platforms, tools, and Google Business Profile best practices

Requirements

  • 3–5 years of hands-on experience in online (Google) review management, reputation management, or a closely related digital marketing discipline
  • Proven experience managing a team of at least three individuals in a remote working environment
  • Demonstrated expertise in disputing Google Business Profile reviews, including working knowledge of Google's review policies and formal dispute/complaint processes
  • Proven track record of successfully advocating for review removals through Google's platform and escalation channels
  • Strong analytical skills with experience using reporting tools
  • Excellent written communication skills with the ability to craft professional, brand-appropriate responses across a variety of client verticals
  • Highly organized with the ability to manage multiple client accounts simultaneously in a fast-paced environment
  • Prior experience working with a third-party review management platform
  • Familiarity with Google Business Profile (GBP) administration at scale, including multi-location management
  • Background in digital marketing agency operations or client-facing account management
  • Experience building or managing a team within a marketing operations function

Nice to have

  • Prior experience working with a third-party review management platform
  • Familiarity with Google Business Profile (GBP) administration at scale, including multi-location management
  • Background in digital marketing agency operations or client-facing account management
  • Experience building or managing a team within a marketing operations function

What we offer

  • Competitive compensation and benefits package
  • HMO coverage starting on Day 1
  • Paid time offs
  • Training, career growth, and global exposure
  • A collaborative and supportive team culture
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