Our PurposeAt Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.
How you’ll make an impact
You will directly contribute to enhancing Xero's brand trust and perception by strategically managing our online reputation across global review sites.
Your work will drive increased customer acquisition and retention by leveraging positive customer feedback and mitigating the impact of negative feedback.
You'll play a key role in providing valuable insights to cross-functional teams, ultimately influencing product development and customer experience improvements.
What you’ll do
- Develop and execute a global review site strategy aligned with Xero's overall business objectives.- Conduct a thorough audit of Xero's current review presence across key platforms (Trustpilot, G2, TrustRadius, ProductReview, Capterra) to identify areas for improvement.- Implement strategies to proactively encourage satisfied customers to leave reviews, including in-app prompts, post-interaction email campaigns, and collaboration with customer experience, lifecycle and customer advocacy teams. - Establish and maintain a framework for timely and professional responses to all customer feedback, both positive and negative, adhering to set response time targets - Track and analyse key performance indicators (KPIs) to measure the effectiveness of review strategies and generate regular reports on review performance. - Collaborate closely with marketing, product, customer support, and other teams to ensure consistent messaging and a unified approach to review management. - Deliver key project deliverables, including a 6-month roadmap, a "BAU" playbook, targeted custom review campaigns, and monthly insight reports. - Proactively understand and manage risks as they relate to your role.
Success looks like- 50% increase in review volume across key platforms. - Uplift average star rating to target >4.2 on all platforms. - Growth in conversions attributed to review platforms. - Review Playbook created and adopted across internal teams. - Monthly insight reports delivered to cross-functional teams.
