DESCRIPTION
The Online Brand Ambassador (OBA) plays a key role in strengthening brand presence across e-commerce and review platforms. This position is responsible for monitoring and engaging with customer feedback, collecting and synthesising Voice of Customer (VOC) insights, and supporting brand credibility through timely, accurate, and on-brand responses to product reviews and Q&A.
Working as part of a remote team, the OBA partners closely with leadership to ensure consistent execution of program standards and contributes to actionable insights that enhance the customer experience and support business objectives.
RESPONSIBILITIES
Monitor and analyze online reviews, customer feedback, and Q&A across retail and e-commerce platforms to identify Voice of Customer (VOC) trends, recurring issues, and opportunities to improve the customer experience, providing actionable insights to leadership
Respond to customer reviews and product-related questions in a timely, professional, and brand-aligned manner
Reinforce brand image and presence through thoughtful engagement across .com platforms (reviews, Q&A, forums, etc.)
Partner with Product Marketing, Sales, Engineering, and other cross-functional teams to address customer concerns, facilitate solutions, and ensure accurate brand communications
Manage other aspects of Ratings & Reviews for assigned product category, including but not limited to review validity, syndication gaps, badging issues, at-risk SKUs, and proper, optimal SKU groupings
Maintain accuracy and organisation in reporting tools, dashboards, and tracking systems
Apply program guidelines and playbooks to ensure consistency in tone, messaging, and response quality
Collaborate effectively with team members to share learnings, best practices, and efficiencies
Stay up to date on product knowledge, brand messaging, and platform updates
QUALIFICATIONS
Education & Experience
Bachelor's Degree in marketing, business, communications, or a related field preferred
1-2 years of experience in customer engagement, retail, e-commerce, digital marketing, or a related field
Experience working with online platforms, reviews, or customer-facing communication channels is an asset
Knowledge, Skills, and Abilities
Strong written communication skills with the ability to adapt tone to align with brand voice
High attention to detail, particularly in written responses and reporting accuracy
Analytical mindset with the ability to identify trends and summarise insights clearly
Strong organisational and time management skills in a remote work environment
Ability to manage multiple tasks and meet deadlines in a fast-paced setting
Comfortable working with digital tools, reporting systems, and Microsoft Office (Excel, Word, PowerPoint)
Strong judgement and professionalism when representing the brand in public-facing responses
Self-motivated with the ability to work independently while contributing to a team
Significant understanding of remote business tools such as smart phones, tablets, and/or laptop use, including trouble-shooting issues with connectivity
Proficiency with remote work technologies, including smartphones, tablets, and laptops, with the ability to troubleshoot connectivity and technical issues independently
Familiarity with consumer electronics products and emerging technologies is preferred but not required
ABOUT US
Acosta, and its subsidiaries, is an Equal Opportunity Employer
Job Category: Marketing
Position Type: Full time
Business Unit: Sales
Salary Range: $550.00 - $650.00
Company: Premium Retail Services, LLC
Req ID: 30973