Reputation (SERM) Manager

GYPSY’S HIRING - SERM Manager
Gypsy - established in 2020, is a dynamic multi-brand affiliate program operating in the competitive Tier-1 market segment. With a portfolio of 14 brands, we are strategically positioned for a significant impact in the online gambling industry.
Our key operational hub is located in Poznań, driving our vision forward through data-driven and expert management.

We are looking for a specialist in online reputation management (SERM) who will be responsible for tracking and managing reviews of our products on major platforms and specialised aggregators.

Who we are looking for:

• At least 3 years of experience in an online casino (required)
• Work experience in the field of SERM or online reputation management (alternatively, good experience in support or as a VIP manager).
• Excellent written communication skills, ability to conduct a dialog in a public space.
• Knowledge of English at least B2 level. Knowledge of several languages (English, Polish, German, French, Scandinavian languages) will be a significant advantage.
• Experience with Trustpilot, AskGamblers, Casino Guru, Google Alerts, or similar tools.
• The ability to take an analytical approach to problem solving and respond quickly to negative feedback.
• High level of organisation, attention to detail, and ability to manage your working time independently.

Your main tasks involve:

1) Monitoring the company's reputation on specialised review aggregators such as Casino Guru, AskGamblers, Trustpilot, and other similar platforms. It is necessary to constantly monitor new reviews and reactions from users.

2) Interacting with customers through reviews. You will independently prepare and publish responses to reviews using a polite and professional tone. This includes handling both positive and negative reviews in order to maintain the casino's reputation. It is important to take into account different markets and prepare responses in the languages in which casinos operate. The response to each review should be unique and written specifically for this particular review. For more effective work, you will need to create a “knowledge cloud” with topics for responses.

3) Negative management. You must be able to work with negative feedback and complaints, analyse the causes of problems that led to complaints, and quickly resolve them. This includes communication with internal departments to collect all the necessary information and resolve situations.

4) Monitoring with Google Alerts. Constantly track mentions of your company's casino using Google Alerts and other tools for monitoring online reputation. You should quickly respond to new reviews or mentions and take appropriate measures.

5) Analysis and reporting. Regularly compile analytical reports based on customer feedback, track changes in the tone of reviews, identify the main problem areas, and further improve the company's work. Your reports will help you improve the level of service and customer loyalty.

6) Optimise the reputation management process. Identify opportunities to improve customer interaction through feedback, implement effective reputation management strategies to improve visibility and a positive image of casinos.

We are attentive to your:

Vacation Time: To support your work-life balance, our company provides 20 working days of paid vacation annually, plus 2 additional business days off per quarter for your needs;

Health Leave: Your health is our priority. We provide sick leave on demand, ensuring you can take time off to recover as needed - 12 working days

English Language Training: We believe in the importance of global communication. Our company offers language training programs to help you improve and refine your English language skills;

Co-Working Spaces: To foster collaboration and flexibility, we provide access to co-working spaces, allowing you to work in dynamic and inspiring environments;

Work Equipment: We equip you with the latest technology and tools necessary to perform your job efficiently and effectively;

Support in Difficult Times: We understand life can be unpredictable. Our company offers support and assistance during challenging life events;

Celebration of Joyful Occasions: We value the happiness of our employees. Our company celebrates major milestones and joyful occasions in your life, fostering a positive and supportive community.