Job Summary

The Senior Reputation & Fan Experience Manager will play a pivotal role in shaping how Gametime earns and maintains fan trust. This position is responsible for transforming fan feedback and sentiment data into strategic insights that inform product, marketing, and operations decisions. As a cross-functional partner, this person will drive improvements in fan experience and reputation management by synthesizing data across multiple channels including App Store reviews, Trustpilot, NPS, CSAT, and social sentiment. They will also guide how Gametime shows up publicly across social platforms and represent the voice of the fan in strategic planning.

Key Responsibilities

Reputation & Sentiment Insights

• Aggregate and synthesize feedback across reviews, CSAT, NPS, social, and public sentiment channels.
• Identify trends, themes, and risks in reputation-related data.
• Provide executive-level reporting and insights on fan trust and reputation metrics.

Strategy & Influence

• Develop frameworks to continuously monitor, assess, and improve fan trust.
• Influence product, fan ops, and marketing roadmaps by advocating for fan-centered changes.
• Partner with analytics, product, and ops to translate insights into impactful initiatives.

Fan Outreach & Social Voice

• Partner with Marketing to develop guidelines and playbooks for social fan engagement.
• Ensure Gametime’s social presence reflects an authentic, enthusiastic, and trust-driven voice.
• Support consistency in external communication around fan experience wins and challenges.

Communication & Storytelling

• Create compelling narratives from data to influence cross-functional leaders.
• Align fan insights with clear action plans and ownership across teams.
• Build visibility and consistency around how Gametime communicates fan reputation internally.

Issue & Crisis Support

• Support aligned responses to fan-impacting issues or potential crises.
• Collaborate with cross-functional teams to ensure consistent, timely, and authentic public messaging.

Key Competencies

Technical Skills

• Data Fluent & Analytically Rigorous: Comfortable querying and interpreting data across multiple platforms. Able to write SQL queries, validate data quality, and translate quantitative data into actionable insights.
• Product & Marketing Metrics Knowledge: Understands performance indicators such as conversion, traffic, lifetime value, churn, and "know your customer" frameworks.
• Social Listening & Engagement: Familiar with social listening tools and strategies for managing brand presence, reputation, and fan engagement.

Interpersonal Skills

• Strong written and verbal communicator; capable of engaging audiences from operational peers to executives.
• Collaborative mindset with proven ability to drive alignment across Marketing, Product, and Ops.
• Confidence in handling sensitive issues with empathy and professionalism.

Problem-Solving and Decision-Making

• Adept at identifying risks and root causes based on data.
• Proactive in pushing for change based on what fan signals are telling us.
• Comfortable operating in ambiguity and guiding stakeholders through change.

Minimum Qualifications

• Education: Bachelor’s degree or equivalent work experience.
• Experience: 6+ years in reputation management, customer insights, fan experience, or related field within a consumer-facing brand.
• Experience translating customer data into business strategy and social engagement initiatives.
  
  

Preferred Qualifications

• Direct experience working with social listening platforms (e.g. Sprinklr, Brandwatch, NetBase, Meltwater).
• Background in consumer technology or marketplace businesses.
• Demonstrated success in influencing cross-functional roadmaps.
  
  

Performance Metrics

• Lift in NPS/CSAT and sentiment ratings.
• Measurable improvement in brand reputation metrics (App Store, Trustpilot, social).
• Contribution to product/marketing roadmap changes based on fan insights.
• Timeliness and quality of executive-level fan reputation reporting.
• Accuracy and resonance of fan voice representation in external communications.