Reviews & Reputation Specialist

About the role

Koala, a global furniture brand founded in 2015, is looking for an ambitious operator to own its reputation wherever customers form an opinion: reviews, social media, Reddit, creators and increasingly AI assistants. The person starts by owning the reviews programme end to end, then grows it into an engine that drives SEO, GEO and CRM programmes across Australia, the US and the UK.

Key responsibilities

• Own reviews end to end across Trustpilot, Google, Product Review (AU) and on-site reviews in AU, US and UK, including response, escalation and reporting.
• Build the review-generation engine (post-purchase asks, incentives and flows) that grows review volume and protects the average rating.
• Manage an always-on community across social, Reddit and forums, replying in Koala's voice and turning happy customers into advocates.
• Work with Influencer and Social Media Managers in each market to seed influencers and generate UGC reviews for new products and markets.
• Own reputation escalation: spot negative trends early and coordinate responses with Customer Service and Legal.
• Grow earned mentions in best-of lists, comparison sites, review aggregators and editorial so search engines and AI assistants recommend Koala.
• Partner with SEO on the GEO roadmap, supplying review schema, UGC and off-page signals, and track mentions, sentiment and AI share-of-voice in a single dashboard.
• Work with local CRM Managers to build Klaviyo advocacy journeys and run the global referral program.
• Work across Ecommerce, Performance Marketing, CX, Product and Legal so reviews convert on-site, feed paid social and stay compliant.

Required profile

• 2+ years in community management, social, CRM or brand/growth marketing, ideally in ecommerce, DTC or a consumer brand.
• A strong writer who can reply as the brand, brief a creator and write a CRM email that sounds like Koala.
• Comfortable with data: sets targets, reads a dashboard and lets numbers steer the work.
• A relationship-builder who can win over creators and a cross-functional operator who gets things shipped.
• Nice to have: experience launching reviews or community for a new product or market, multi-market or global brand experience, and familiarity with social listening, digital PR or schema/UGC for SEO.

Required skills

• Hands-on with review platforms (Trustpilot, Google, etc.)
• CRM and email tool (Klaviyo a plus)
• Curious about SEO and AI/GEO, even if not an expert

What we offer

• Hybrid working, around 3 days back in the office and work from home
• Generous time off, including volunteer, parental and Koala life leave
• Fully stocked kitchen, pet-friendly workplace and free Koala products
• Employee Assistance Program with unlimited sessions
• Learning platform, growth budgets and dedicated days