Digital Media Coordinator, Reputation Management
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
We are seeking an experienced and talented Digital Media Coordinator, Reputation Management to manage our online presence across multiple brands in the organization. This individual will work within our reputation management and social media management platforms to monitor, analyze and respond to all online reviews, social media comments, direct messages and tagged content. The goal will be to maintain favorable reviews, foster community by engaging with our online audience and build a consistent reputation across all brands, channels and platforms. The successful candidate will have a proven track record of managing digital reputation for a corporation as well as excellent communication skills and a passion for driving innovation in a dynamic environment.
Work with leadership to determine goals and tactics, including the development strategies and timelines
Monitor and respond to all social media comments, messages and tags across our brand channels
Resolve negative social media comments and messages by reporting to internal stakeholders and providing responses back to the user
Follow proper protocol for resolving BBB reviews
Increase brand awareness by engaging in new conversations through monitoring relevant keywords and phrases
Provide regular reporting on sentiment, trends, nature of complaints, etc.
Establish and maintain a favorable brand image
Manage company's online review presence and create and implement strategies to increase positive reviews
Apply reputation management best practices to ensure all review sites are appropriately managed
Foster a positive internal community by monitoring tags, mentions and comments in LinkedIn posted by our current employees
Respond to reviews with high quality, on-brand copy
Establish processes and communication between all stakeholders involved in addressing negative reviews
Create reporting dashboards to track performance
Approach negative engagements and turn them into a positive outcome
Provide content suggestions based on trends and findings from brand monitoring
Maintain awareness of brand reputation of Heartland competitors
3-5 years experience managing digital reputation for a corporation including social media channels, review platforms and other digital mediums
Bachelor's degree in marketing, communications, public relations or related field
Must be a strong relationship builder and high collaborator that can interact with stakeholders across the organization
Experience working with new tools and vendors to deliver best results
Experience monitoring comments, messages and tags for Facebook, LinkedIn, Instagram and Twitter business accounts (TikTok preferred)
Experience monitoring social media accounts using tools such as Sprout Social, Hootsuite or Emplifi
Experience managing reviews from various platforms including BBB, G2, GetApp, Facebook, etc.
Experience working in project management tools such as Wrike or Monday
Has an understanding of search engine behavior, social media, ratings and reviews, etc.
Excellent communication skills
Ability to execute multiple projects simultaneously while working in a fast-paced environment
Exceptional time management skills
Strong written and verbal communication skills with the ability to adapt to the brand's tone and voice
Self-motivated and disciplined with the ability to define and achieve objectives with limited oversight
Handle situations that could include negative feedback with professionalism, protecting and enhancing the brand's reputation
Diversity and EEO Statements
Heartland is an organization that stands against racism, intolerance and injustice in all its forms — one that respects, honors and celebrates the diversity of our team members and the differences among us. Our commitment to fostering a company culture that values and respects Inclusion and Diversity is steadfast. Standing together as one company, we will continue to work to drive positive change for the communities in which we live and work and stamp out injustice.
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.