Senior Manager, Community & Reputation

Company Description

Our client is a global organization operating within the financial services and trading industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.

With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions. It operates through a portfolio of established brands and continues to expand its global footprint.

The organization focuses on delivering innovative products, user-friendly platforms, and trusted services to support clients in navigating financial markets. With offices across multiple international locations, it offers a dynamic, fast-paced, and collaborative working environment with strong opportunities for professional growth.

Job Description

Overview

Our client is seeking a Senior Manager, Community & Reputation to lead the development and execution of strategies that strengthen brand reputation across trading communities, forums, and major review platforms.

This role goes beyond traditional community management. The successful candidate will design and implement proactive reputation strategies to improve brand perception, manage public sentiment, and mitigate reputational risks.

You will act as a key representative of the brand within trading communities, building trust with users while ensuring the company’s reputation is accurately reflected across public platforms.

Key Responsibilities

Reputation Strategy & Brand Defense

• Develop and implement proactive reputation management strategies to improve brand perception across online communities and review platforms.
• Establish structured approaches to improve review ratings through customer engagement, issue resolution, and recovery initiatives.
• Identify reputational risks such as misinformation, coordinated complaints, or unfair reviews, and respond with effective mitigation strategies.
• Collaborate with internal teams to ensure publicly raised customer issues are addressed efficiently and appropriately.

Review Platform Management

• Own the brand’s presence across key review platforms (e.g., Trustpilot, Google Reviews).
• Design and implement initiatives that encourage satisfied customers to share feedback.
• Monitor and respond to reviews in a timely, transparent, and solution-oriented manner.
• Analyze feedback trends and work cross-functionally to drive improvements.
• Manage disputes and escalations with review platforms when necessary.

Community Engagement

• Actively engage in trading forums and online communities where users discuss platforms and services.
• Build relationships with community moderators, influencers, and experienced traders.
• Participate in discussions to provide accurate information and address misconceptions.
• Maintain a consistent, credible, and professional brand voice across channels.

Sentiment Monitoring & Insights

• Monitor conversations across forums, social media, and review platforms to track sentiment.
• Identify emerging narratives, risks, and opportunities early.
• Deliver regular sentiment reports with actionable insights to leadership.
• Track competitor positioning and reputation across community channels.

Reputation Risk & Crisis Management

• Detect potential reputation risks before escalation.
• Coordinate cross-functional responses to high-impact issues or viral complaints.
• Develop and maintain playbooks for managing reputation-related incidents.
• Ensure all responses align with regulatory and compliance requirements.

Reputation Growth Initiatives

• Design and execute initiatives to increase both the volume and quality of positive reviews.
• Partner with marketing and customer success teams to embed reputation-building into the customer lifecycle.
• Develop programs to turn satisfied clients into advocates within the community.
• Support creation of educational and transparency-driven content to build trust.

Qualifications

Experience

• 5+ years of experience in community management, reputation management, or social media leadership roles.
• Experience within financial services, trading platforms, fintech, or crypto environments is strongly preferred.
• Proven track record of improving brand reputation or review ratings at scale.

Skills

• Excellent written communication skills with strong attention to tone and messaging.
• Strong conflict resolution and customer engagement capabilities.
• Strategic mindset with the ability to design and execute reputation initiatives.
• Data-driven approach with experience analyzing sentiment and community trends.
• Ability to manage high-pressure situations professionally and effectively.

Tools & Platforms

• Experience with social listening and sentiment analysis tools.
• Familiarity with review monitoring platforms and community management tools.
• Experience using analytics and reporting systems to generate insights.

Nice to Have

• Personal or professional experience with trading platforms, forex, CFDs, or crypto markets.
• Experience engaging with large online communities such as Reddit or TradingView.
• Understanding of regulatory considerations within financial marketing.
• Experience managing global, multilingual communities.

Additional Information

Benefits

Our client offers a competitive benefits package, including:

• Competitive salary
• Discretionary performance-related bonus
• Medical insurance
• Paid sick leave for employees and dependents
• Hybrid working policy
• Wellbeing initiatives and access to self-development tools
• Flexible benefits / quarterly allowance