PR & Reputation Manager

Job description

PR & Reputation Manager

Enfield

Monday – Friday | 5 Days per Week

About the Role

We are seeking a proactive and detail-oriented PR & Reputation Manager to protect and enhance the company’s public image across review platforms, social channels and customer touchpoints.

This is a hands-on, operational PR role with strong involvement in complaint resolution. You will play a critical role in managing negative feedback, coordinating customer recovery and ensuring consistent, professional brand messaging at scale.

As a high-volume automotive retailer, brand trust directly impacts conversion and long-term growth, this role sits at the heart of that mission.

Key Responsibilities

Online Reputation Management

• Monitor Google, Trustpilot and other review platforms daily
• Respond professionally to all customer reviews, prioritising 1★ and 2★ feedback
• Investigate complaints internally with relevant departments
• Work to remove unfair or fraudulent reviews with supporting evidence
• Encourage satisfied customers to update reviews following resolution

Negative Review Recovery

• Own the end-to-end recovery process for dissatisfied customers
• Ensure all negative reviews are contacted within defined SLAs
• Assign cases to the correct branch or department
• Coordinate goodwill gestures including repairs, refunds or collections
• Maintain detailed notes and status updates within the review tracking system

Public Relations & Brand Image

• Maintain consistent brand tone across all public responses
• Draft announcements, press releases and positive brand stories
• Support award submissions, partnerships and community initiatives

Key Skills & Experience

• Strong written communication and conflict resolution skills
• Experience managing customer complaints at scale
• Familiarity with review platforms (Google, Trustpilot etc.)
• Ability to manage multiple cases and stakeholders simultaneously
• Experience in automotive or high-volume retail preferred

KPIs

• Overall review rating improvement
• Response time to negative reviews
• Percentage of negative reviews resolved or updated
• Successful removal of 1★ & 2★ reviews

Why This Role Matters

In a high-volume automotive retail environment, reputation drives revenue. This role ensures customer issues are resolved quickly, professionally and consistently — helping the business maintain trust and a strong public reputation at scale.

Extra information

Status

Open

Education Level

Secondary School

Location

Greater London

Type of Contract

Full-time jobs

Published at

10-03-2026

Profession type

Advertising / Marketing / PR

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English