Marketing Automation Strategist, Brand Reputation & Customer Experience (CX)

We are seeking a strategic and data-driven Marketing Automation professional to architect and lead our end-to-end Online Reputation Management (ORM) strategy. This role is crucial for optimizing the Customer Experience (CX) by deploying a fully automated feedback mechanism. The primary objective is to actively manage our online reputation by highlighting positive customer experiences on public platforms (Google, Yelp) while ensuring all critical feedback is prioritized for immediate internal review and service recovery. Success in this role directly impacts brand trust and customer retention. Expertise in the logistics/freight sector, particularly with network-specific review management on platforms like DAT and Truckstop, is a significant advantage. Key Responsibilities Customer Advocacy Funnel Design: Strategically design and deploy high-conversion, trigger-based feedback loops utilizing platforms like Zapier, Make.com, and CRM automation to fuel organic customer growth. Reputation Protection & Service Recovery: Implement feedback collection workflows that encourage customers to share their experiences, while proactively routing any negative feedback into the Service Recovery queue to ensure timely resolution and improve customer satisfaction. Data-Driven CX Integration: Establish robust integrations between operational data (CRM/Quickbase) and marketing automation tools to deliver timely, context-specific review invitations at optimal moments in the customer journey. Niche Market Reputation Leadership: Oversee and develop specialized reputation monitoring and management strategies for critical industry networks, including DAT and Truckstop. Ethical Review Strategy & Compliance: Maintain strict adherence to all major review platform terms of service, ensuring the ethical and compliant operation of all deployed funnels. Required Skills Strategic Marketing Automation Experience: Demonstrated success in leveraging marketing automation to drive measurable business outcomes. Integration & Workflow Mastery: Deep practical expertise in utilizing iPaaS platforms (Zapier, Make.com) and CRM webhooks to build complex, scalable marketing workflows. Customer Journey Optimization: Proficiency in utilizing conditional logic and integrated communication APIs (Twilio, MailChimp) to optimize touchpoints for conversion and feedback solicitation. ORM Campaign Leadership: History of successfully launching and scaling automated ORM campaigns that directly contribute to brand health metrics. Preferred Qualifications Sector expertise in the logistics, freight brokerage, or transportation industry. Proven track record in managing critical broker/carrier reputation on industry platforms (DAT, Truckstop.com).