Xero

Global Review & Reputation Manager - 6 months Fixed term

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5 Locations

Remote or Hybrid

Cloud • Fintech • Information Technology • Machine Learning • Software

At Xero, we’re here to help you supercharge your business.

The Role

Our Purpose

At 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.

This is a 6 months FTC role.

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.

What you’ll bring with you

Proven experience in online reputation management or review site management.
Strong understanding of global review platforms (Trustpilot, G2, TrustRadius, etc.) and their best practices.
Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and provide actionable insights.
Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment, as well as collaborate effectively with cross-functional teams.
Proficiency in sentiment analysis and data visualisation.

Critical competencies

Online Reputation Management
Review Platform Expertise
Communication Skills
Analytical Skills
Collaboration and Independence
Customer Focus (desirable)
Data Proficiency
Project Management

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

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The Company

HQ: Wellington

4,500 Employees

Year Founded: 2006

What We Do

Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.

Why Work With Us

Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.

Typical time on-site: Flexible