Brand and Communications Strategist

TMGM is a global FinTech company specialising in online trading, serving thousands of clients across global. We're at a pivotal growth stage where reputation matters more than ever - and we need someone exceptional to own it.We're looking for a Brand and Communications Strategist who understands that online reputation isn't just about damage control - it's about building trust, driving conversion, and turning customer feedback into business intelligence.You'll own TMGM's presence on the platforms where our customers make decisions: Trustpilot, Google Reviews, Apple App Store, and Google Play Store. Your work will directly impact customer acquisition, retention, and how the market perceives us.This role will suit you if:●     You're energised by turning challenging feedback into positive outcomes●     You see patterns in data that others miss●     You thrive in fast-paced environments where your decisions have immediate impact●     You want meaningful work where you can see the results of your efforts dailyKey Responsibilities1. Platform Reputation Management Monitor and respond to all reviews within 24 hours with professionalism and empathyCraft responses that resolve issues, showcase our values, and turn detractors into advocatesIdentify urgent issues and escalate to Customer Support, Product, or Leadership with clear contextAnalyse review trends to uncover systemic issues and opportunities for improvementMaintain response templates and guidelines that scale while staying authentic2. Rating Optimisation and GrowthDevelop and execute strategies to achieve and maintain 4.0+ star ratings across all platformsDesign campaigns that encourage satisfied customers to share positive experiencesCollaborate with Customer Success to identify advocates and timing for review requestsTest different approaches to review generation and double down on what worksWork closely with Product and Support teams to address root causes of negative feedback3. Global Brand ConsistencyEnsure brand voice remains consistent across globalAdapt communication approach for cultural nuances while maintaining brand integrityBuild and maintain comprehensive response playbooks for various scenariosPartner with regional teams to address market-specific reputation challengesTrain internal stakeholders on brand voice and reputation best practices4. Strategic Insights and ReportingTrack key metrics: star ratings, review volume, sentiment trends, response rates, competitor benchmarkingDeliver weekly and monthly reports that translate data into actionable business insightsPresent findings to Leadership demonstrating how reputation impacts customer acquisition and retentionUse customer feedback to inform product roadmap and customer experience improvements5. Crisis ManagementAct as first responder when reputation issues arise, coordinating swift and appropriate responsesDevelop and maintain crisis communication protocols for various scenariosWork with Legal and Compliance on sensitive FinTech-related communicationsManage relationships with platform support teams to resolve escalated issuesRequirementsMinimum 3-5 years in online reputation management, digital brand management, or corporate communications, with proven success improving ratings on Trustpilot, Google Reviews, and app storesExperience in FinTech, financial services, or regulated industries preferred; demonstrated ability to manage sensitive communications with appropriate discretionHands-on experience with reputation management platforms (Trustpilot Business, Review Trackers, etc.), analytics tools, and understanding of app store optimisation (ASO) principlesExceptional written communication skills with ability to craft professional, empathetic responses and adapt tone for different audiences and cultural contextsStrong data analysis skills with ability to identify trends, extract insights from customer feedback, and translate findings into actionable strategiesDemonstrated composure and sound judgment when managing high-pressure situations, negative feedback, or reputation-threatening incidentsProven ability to work effectively across functions (Product, Customer Support, Legal, Leadership) and build strong cross-functional relationshipsExperience managing communications across multiple markets with sensitivity to cultural nuancesHighly Desirable-Bilingual capability in English and Mandarin ChineseBenefitsHybrid working arrangement - 2 Days of remote work per weekOpportunities for enriching career growth, including exposure to regional contextsComplimentary snacks and beverages available in the office pantryHealthcare coverage (medical, dental, optical), gym benefitsFlexibility in smart casual dress codeYoung, vibrant and open work culture