Marketing Reputation Coordinator

Reputation & Reviews / Marketing Insights Coordinator
Common Sail Investment Group

Position Summary

The Reputation & Reviews Coordinator leads Common Sail Investment Group’s review strategy across all brands and industries, ensuring that our communities and service lines maintain exceptional online visibility, credibility, and engagement. This role focuses on review generation, response, reporting and profile management, helping different leaders meet review goals and remain eligible for industry awards that recognize excellence in senior living and care services.

The ideal candidate is a strong communicator, organized project manager, and creative problem solver with either internship and/or early career experience in marketing, communications, or customer engagement.

Skills & Qualifications

• 1–2 years of experience in digital marketing, communications, reputation management, or a related field preferred (internships included).
• Experience managing or responding to online reviews, social media engagement, or customer feedback channels is a strong plus.
• Strong verbal and written communication skills with attention to tone, professionalism, and compliance.
• Demonstrated ability to train and coach others effectively.
• High level of organization and ability to manage multiple priorities and deadlines.
• Familiarity with review management tools (e.g., ReviewTrackers) and online listing platforms (Google, Bing, Apple Maps, Waze) is a plus.
• Working understanding of HIPAA-compliant communication in a healthcare or senior living environment is a plus.

Key Responsibilities

Review Strategy & Execution

• Lead ongoing review training sessions for newly hired leaders, ensuring their understanding of key review platforms (Google, APlaceForMom, Caring.com, Indeed, and Glassdoor).
• Attend different regional leadership meetings to provide updates on review performance and offer ongoing guidance.
• Set, track, and report ongoing review goals for both senior living and care leaders partnering with regionals to ensure accountability and support.
• Conduct routine audits of website review integrations.
• Promote and maintain eligibility for industry specific awards (Caring.com Caring Stars and APlaceForMom Best of Senior Living awards) by proactively managing review activity and goal achievement.
• Develop, refine, and share review support tools such as QR code flyers, review request scripts, best practices guides, and trackers with leaders who own review goals as a part of constant education.
• Partner with leaders to conduct direct review outreach efforts to residents, families, clients and employees to ensure balanced and authentic representation of experiences.

Review Response & Compliance

• Manage all incoming reviews (positive and negative) through ReviewTrackers, ensuring timely, HIPAA-compliant, and professional responses.
• Collaborate with operational and care leaders to gather context before responding to sensitive or negative reviews.
• Maintain tone and consistency across all responses, ensuring alignment with CSIG’s brand voice and compliance standards.

Profile & Platform Management

• Own and maintain consistent, optimized profiles across key online visibility platforms including Google, Bing, Apple Maps, and Waze.
• Ensure all community and company profiles remain verified, branded correctly, and functioning properly – including photo management and updates.
• Troubleshoot and resolve urgent profile issues (e.g., suspended or unverified Google listings) in partnership with platform representatives.
• Partner with the social media team to post timely, relevant updates to Google