Specialist, eCommerce, Online Reputation

Company Description

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

Job Description

The Specialist, eCommerce, Online Reputation reports to the Vice President, Commercial, eCommerce. The Specialist, eCommerce, Online Reputation is an instrumental part of the eCommerce team with primary focus on Rating and Reviews (R&R) management. This position works with cross-functional teams to create and maintain processes to support and develop industry best practices for online reputation management. In addition to maintaining processes, the Specialist, eCommerce, Online Reputation, will develop and deliver on goals with focus on average star ratings improvement across the entire MasterBrand portfolio for all online customers. The Specialist, eCommerce, Online Reputation, has strong knowledge of Bazaarvoice platform and is well versed in driving improvement strategies.

Responsibilities:

• Creates and manages best in class guidelines to manage Ratings and reviews across all MasterBrand eCommerce customers.
• Develops and maintains Ratings and Reviews tracker and monthly dashboard to highlight progress of improvements aligned with internal benchmarks.
• Works cross-functionally to maintain and monitor best practices for responses and response times.
• Ensures tone of voice used for customer online communications is aligned with brand guidelines.
• Develops a strategy to improve average star ratings for MasterBrand online product portfolio aligned with internal goals as well as industry best practices.
• Works with the Digital and Technology team to ensure contract negotiation with Bazaarvoice.
• Manages sampling program process with documented improvements of sales conversion and targeted average star ratings.
• Develops processes to identify and communicate customer feedback trends and enables action plans with the goal of managing a positive online presence.
• Develops in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others.
• Demonstrates teamwork by responsively collaborating with eCommerce management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.
• Identifies self-development needs and seeks opportunities to work on areas that will further develop skills.
• Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
• Participates in company efforts related to ethics and compliance activities.
• Performs other duties as assigned.
  
  
  

Qualifications

• 2+ years relevant experience managing online Ratings and Reviews and questions and answers.
• 1 year of experience with Bazaarvoice required.
• 1 year of experience working with Home Depot, Lowes, Amazon, Wayfair, and other marketplaces preferred.
• Proven record of tactics and strategies known to drive improvements for online Ratings and Reviews.
• 1 year of experience working in or with Customer Service teams highly preferred.
• 1 year of experience managing sampling programs for eRetailers preferred.
• Positive and solution-orientated attitude and approach.
• Excellent analytical and communication skills (oral and written) required.
• Proficient in the use of Microsoft Office (Access, PowerPoint, Word, Excel) required.
  
  
  

Additional Information

Equal Employment Opportunity

MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC’s policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Reasonable Accommodations

MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at staffing@masterbrand.com.

• Actual pay will vary based on qualifications and other factors