Reputation Management

A reputation manager specializing in Google Business Profile (GMB), now officially known as Google Business Profile (GBP), focuses on maintaining and enhancing a business's online image specifically within the Google ecosystem. Here's a breakdown of their key responsibilities:
Core Functions:
* Review Monitoring and Management:
   * This involves consistently tracking reviews left on a business's GBP listing.
   * They promptly respond to both positive and negative reviews, demonstrating attentiveness and customer service.
   * They may also help in flagging and attempting to remove inappropriate or fake reviews.
* GBP Optimization:
   * Ensuring the GBP listing is accurate, complete, and optimized for local search.
   * This includes managing business information, photos, posts, and Q&A sections.
   * They work to improve the listing's visibility in local search results.
* Reputation Building:
   * Proactively encouraging customers to leave positive reviews.
   * Implementing strategies to improve the overall star rating and online perception.
   * This could involve the creation of review request campaigns.
* Crisis Management:
   * Handling negative publicity or online reputation crises that may arise on GBP.
   * Developing and implementing strategies to mitigate damage and restore a positive image.
* Reporting and Analysis:
   * Providing regular reports on review trends, sentiment analysis, and the overall health of the GBP listing.
   * Using data to identify areas for improvement and track the effectiveness of reputation management efforts.
Key Skills:
* Strong understanding of Google's local search algorithms and GBP guidelines.
* Excellent written and verbal communication skills.
* Ability to handle customer feedback and resolve issues professionally.
* Analytical skills to interpret data and track performance.
* Knowledge of online reputation management tools and techniques.
In essence, a GMB reputation manager acts as a guardian of a business's online reputation within the crucial Google platform, helping to build trust, attract customers, and drive growth.