Feedback & Review Manager

Every happy customer nudged to leave a review. Every review answered with care. Your reputation, actively built — not left to chance.

Role Overview

The Feedback & Review Manager actively grows and protects your online reputation. It collects feedback from customers, asks satisfied ones to leave Google reviews at the right moment, and responds to reviews thoughtfully in your brand's voice — turning your reputation from something that just happens into something managed on purpose.

Responsibilities

• Collects feedback from customers at the right point in their journey through connected channels
• Identifies satisfied customers and prompts them to leave a Google review, making it easy to do
• Responds to reviews — positive and negative — thoughtfully and in your brand's tone
• Handles negative reviews with care, acknowledging concerns and de-escalating rather than inflaming
• Surfaces recurring themes in feedback so you know what customers consistently love or complain about
• Times review requests to maximise response without pestering customers
• Keeps an organised record of feedback collected and reviews responded to
• Flags serious complaints or reputation risks that need your direct attention
• Escalates only the genuine edge cases it should never decide alone — with full context attached

Connects & Integrates With