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For Companies At a Glance
- Tasks: Manage customer feedback and enhance brand reputation through social media and data analysis.
- Company: Join Your Golf Travel, the world's largest golf travel specialist with a passionate team.
- Benefits: Enjoy 25 days holiday, travel perks, exclusive discounts, and health benefits.
- Why this job: Be a key player in shaping customer experiences and driving brand loyalty.
- Qualifications: Experience in customer service, strong analytical skills, and excellent communication required.
- Other info: Opportunity for growth within a dynamic and supportive team.
The predicted salary is between 36000 - 60000 £ per year.
Your Golf Travel is the world's largest golf travel specialist providing golf breaks and holidays across more than 3,000 locations in 22 countries, including the UK, Ireland, Europe, and beyond. Since our launch in 2004, we have seen swift expansion and now boast a team of over 180 professionals based in our offices in London, Brighton, St Andrews, and Killarney. Throughout this journey, we have established incredible relationships with our suppliers and customers, created an extensive array of exceptional travel products and experiences, garnered numerous awards... and this is only the beginning!
What sets us apart? Our people. Our team members are the heart of our organisation, and by joining us, you will become part of an exceptionally talented, driven, passionate, collaborative, and entrepreneurial group in golf travel. Together, we are making significant strides in the industry and solidifying our status as the world's premier golf travel company.
The Role
We’re looking for a dynamic and customer-focused Brand Reputation Manager to join our team and play a key role in protecting and enhancing our brand image by managing our customer feedback channels. This includes complaints, reviews, customer contacts via social media channels and feedback provided through our Net Promoter Score (NPS) data.
This pivotal role will lead a team who will manage and analyse qualitative and quantitative customer feedback, and drive resolution of issues at the root cause. The successful candidate will be passionate about customer experience, with a strong track record of influencing internal change and improving satisfaction across key touchpoints.
At Your Golf Travel, we take great pride in exceeding our customers' expectations. In this role, you’ll play a vital part in making sure our customers feel valued and that any challenges they face are addressed to prevent future occurrences.
What You’ll Be Doing:
- Oversee the resolution of customer complaints, ensuring quick responses and regulatory compliance
- Engage in social media discussions to manage brand reputation and gather insights for enhancement
- Analyse NPS and customer satisfaction metrics to identify trends and opportunities
- Convert feedback into strategies and work with teams for continuous improvement
- Lead a team focused on customer interactions and feedback collection
- Provide reports on reputation and customer experience KPIs to influence brand strategy
- Serve as a brand ambassador, ensuring a consistent experience across all customer interactions
Your Impact:
- Foster customer trust and loyalty by delivering an exceptional brand experience throughout the customer journey
- Apply brand and communication policies to safeguard the company's reputation and address customer concerns
- Monitor brand feedback and maintain accurate records, ensuring timely responses aligned with our values
- Act as a credible brand ambassador, consistently representing the company's image and values across all channels
Requirements
What We’re Looking For:
- Proven experience in customer experience, complaints handling, or brand reputation management
- Strong analytical skills, with the ability to interpret customer data and present insights effectively
- Solid understanding of social media monitoring tools and NPS methodologies
- Experience in managing and developing a team
- Excellent communication and stakeholder management skills
- A proactive, solution-focused mindset with a drive for root cause resolution and long-term improvement
Benefits
Why Join Us?
- Annual Leave - 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year
- Amazing Travel Perks - Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels
- Recognition & Rewards - Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans
- Exclusive Brand Discounts - Save on top golf and sports brands, including Taylormade, Under Armour, and Ping
- Health & Wellbeing - Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme
- Sustainable Travel Benefits - Access our Electric Car scheme with Octopus EV and make your commute greener
- Growth & Development - Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team
Ready to help us deliver world-class golf travel experiences? Apply now and go the extra yard with us.
Brand Reputation Manager employer: Your Golf Travel
Contact Detail:
Your Golf Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Brand Reputation Manager
✨Tip Number 1
Familiarise yourself with Your Golf Travel's brand values and customer service philosophy. Understanding their commitment to exceeding customer expectations will help you align your approach when discussing how you can enhance their brand reputation.
✨Tip Number 2
Engage with Your Golf Travel on social media platforms. By actively participating in discussions and sharing insights related to customer feedback and brand reputation, you can demonstrate your passion for the role and your understanding of the industry.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer complaints or improved brand reputation in previous roles. Highlighting your analytical skills and ability to drive internal change will resonate well with the hiring team.
✨Tip Number 4
Research current trends in customer experience and brand management within the travel industry. Being knowledgeable about these trends will allow you to contribute valuable insights during interviews and show that you're proactive about staying informed.
We think you need these skills to ace Brand Reputation Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Brand Reputation Manager. Highlight your relevant experience in customer experience and complaints handling in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your analytical skills and any experience you have with social media monitoring tools and NPS methodologies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your proactive approach to problem-solving. Use specific examples from your past roles to demonstrate how you've influenced internal change and improved customer satisfaction.
Showcase Your Communication Skills: In both your CV and cover letter, highlight your excellent communication and stakeholder management skills. Provide examples of how you've effectively managed customer interactions and feedback collection in previous positions.
How to prepare for a job interview at Your Golf Travel
✨Understand the Brand
Before your interview, take some time to research Your Golf Travel. Familiarise yourself with their brand values, customer feedback channels, and recent initiatives. This will help you demonstrate your genuine interest in the company and its mission during the interview.
✨Showcase Your Analytical Skills
As a Brand Reputation Manager, you'll need strong analytical skills. Be prepared to discuss how you've previously interpreted customer data and used it to drive improvements. Bring examples of metrics you've analysed and the impact they had on customer satisfaction.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you've resolved customer complaints or improved brand reputation. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Team Leadership
Since this role involves leading a team, be ready to discuss your leadership style and experiences. Share examples of how you've motivated a team, handled conflicts, or driven change within an organisation. Highlight your ability to foster collaboration and enhance team performance.
