The Online Brand Ambassador (OBA) plays a key role in strengthening brand presence across e-commerce and review platforms. This position is responsible for monitoring and engaging with customer feedback, collecting and synthesising Voice of Customer (VOC) insights, and supporting brand credibility through timely, accurate, and on-brand responses to product reviews and Q&A.
Working as part of a remote team, the OBA partners closely with leadership to ensure consistent execution of program standards and contributes to actionable insights that enhance the customer experience and support business objectives.
Responsibilities
Monitor and analyze online reviews, customer feedback, and Q&A across retail and e-commerce platforms to identify Voice of Customer (VOC) trends, recurring issues, and opportunities to improve the customer experience, providing actionable insights to leadership
Respond to customer reviews and product-related questions in a timely, professional, and brand-aligned manner
Reinforce brand image and presence through thoughtful engagement across .com platforms (reviews, Q&A, forums, etc.)
Partner with Product Marketing, Sales, Engineering, and other cross-functional teams to address customer concerns, facilitate solutions, and ensure accurate brand communications
Manage other aspects of Ratings & Reviews for assigned product category, including but not limited to review validity, syndication gaps, badging issues, at-risk SKUs, and proper, optimal SKU groupings
Maintain accuracy and organisation in reporting tools, dashboards, and tracking systems
Apply program guidelines and playbooks to ensure consistency in tone, messaging, and response quality
Collaborate effectively with team members to share learnings, best practices, and efficiencies
Stay up to date on product knowledge, brand messaging, and platform updates
Qualifications
Education & Experience
Bachelor’s Degree in marketing, business, communications, or a related field preferred
1+ years of experience in customer engagement, retail, e-commerce, digital marketing, or a related field
Experience working with online platforms, reviews, or customer-facing communication channels is an asset
Knowledge, Skills, and Abilities
Strong written communication skills with the ability to adapt tone to align with brand voice
High attention to detail, particularly in written responses and reporting accuracy
Analytical mindset with the ability to identify trends and summarise insights clearly
Strong organisational and time management skills in a remote work environment
Ability to manage multiple tasks and meet deadlines in a fast-paced setting
Comfortable working with digital tools, reporting systems, and Microsoft Office (Excel, Word, PowerPoint)
Strong judgement and professionalism when representing the brand in public-facing responses
Self-motivated with the ability to work independently while contributing to a team
Significant understanding of remote business tools such as smart phones, tablets, and/or laptop use, including trouble-shooting issues with connectivity
Proficiency with remote work technologies, including smartphones, tablets, and laptops, with the ability to troubleshoot connectivity and technical issues independently
Familiarity with consumer electronics products and emerging technologies is preferred but not required
Premium Retail Services is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.
Since 1985, Premium has been a top provider of sales and merchandising services, reshaping retail through innovation and excellence for hundreds of renowned brands across retail categories.
With 12,000+ employees across the U.S. and Canada, we are a people-first company, and we strive to ensure our team members enjoy their jobs, feel valued, and emulate our core beliefs – that’s why we frequently promote from within. We encourage our employees to innovate and expand new horizons, making internal development our cornerstone. Find your place at Premium – whether it’s merchandising, sales or brand advocacy, there's a spot for you on our team.
Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact
[email protected]. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.
Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.
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