Hearth is preparing for a pivotal growth milestone with its upcoming launch on Amazon. This expansion presents an opportunity to solidify Hearth's brand credibility, build customer trust, and establish a foundation for long-term advocacy. To achieve this, we’re looking for a comprehensive strategy for managing Hearth’s online reputation, amplifying customer feedback, and fostering community engagement.

This project will focus on designing frameworks and strategies for reputation management across review platforms and community forums, while also ensuring alignment with Hearth’s broader marketing and retention goals.

1. Support Amazon Launch: Establish a robust reviews management strategy to build trust and credibility on Amazon.
2. Enhance Brand Credibility: Amplify positive customer feedback and address negative reviews to strengthen customer trust.
3. Optimize Customer Feedback: Turn customer insights into actionable recommendations for product and experience improvement.
4. Foster Community Engagement: Collaborate with Customer Experience to manage online community forums, including Hearth Facebook Group and Reddit threads, to build advocacy and encourage organic brand promotion.
5. Integrate Feedback with Marketing Goals: Collaborate with the Growth and Lifecycle Marketing teams to incorporate reviews and sentiment analysis into loyalty, retention, and referral strategies.

Review and Reputation Management

• Develop strategies to encourage satisfied customers to leave reviews through targeted campaigns and touchpoints.
• Alongside Customer Experience, help monitor, respond to, and manage customer reviews on platforms such as Amazon, Google, and Yotpo.
• Ensure timely and professional responses to all feedback, maintaining Hearth’s brand voice.

Insights and Reporting

• Track and analyze review trends and customer sentiment to provide actionable insights for key stakeholders.
• Deliver regular reports highlighting feedback themes, opportunities for improvement, and the impact of reputation management initiatives.

Cross-Functional Collaboration

• Work with the Lifecycle Marketing team to develop campaigns that encourage satisfied customers to leave reviews and integrate them into loyalty, retention, and referral programs.
• Gather insight from recurring feedback for Customer Experience and Product teams to improve the customer journey.
  

1. Comprehensive Strategy Document: A detailed strategy for managing reviews and reputation across Amazon, the Apple App Store, Google Play Store, and other platforms, including workflows and goals.
2. KPIs and Metrics Framework: Development of key performance indicators (KPIs) to track the effectiveness of review and reputation management initiatives, including metrics for sentiment, response time, review volume, and rating trends.
3. Tone of Voice Guidelines: Creation of a tone of voice playbook for responding to reviews and engaging with customers, ensuring consistency with Hearth’s brand values and messaging.
4. Review Management Playbook: Step-by-step guidelines for responding to reviews (positive and negative), managing sentiment, and fostering customer advocacy.
5. Reporting and Insights: Regular reports summarizing customer sentiment trends, review performance, and actionable recommendations for product and customer experience improvements.
6. Campaign Recommendations: Proposals for campaigns and initiatives to encourage satisfied customers to leave reviews and amplify positive feedback.
7. Community Engagement Framework: A high-level roadmap for managing online communities, including how to foster positive engagement and advocacy.
   

Duration: 3–6 months

Key Milestones:

• Month 1: Launch Amazon reviews strategy, establish reporting framework, and begin community moderation.
• Month 2: Implement campaigns to drive reviews and build trust. Develop a roadmap for fostering community engagement. Deliver initial insights report.
• Month 3+: Continue optimization on reviews platforms. Evaluate outcomes against KPIs and refine ongoing strategies.
  

The ideal candidate will have:

• Platform Expertise: Experience managing reviews and reputation on platforms like Amazon, Apple App Store, Google Play Store, and tools like Yotpo.
• Community Management: Experience fostering engagement in online communities (e.g., Facebook Groups, Reddit) and translating community feedback into actionable insights.
• Customer Sentiment Strategy: Skilled in analyzing customer sentiment and creating frameworks for managing reviews and feedback.
  

Estimated Budget: $50-65/hr (based on hourly rates for project duration)