Brand and Communications Strategist

TMGM is a global FinTech company specialising in online trading, serving thousands of clients across global. We're at a pivotal growth stage where reputation matters more than ever - and we need someone exceptional to own it.

We're looking for a Brand and Communications Strategist who understands that online reputation isn't just about damage control - it's about building trust, driving conversion, and turning customer feedback into business intelligence.

You'll own TMGM's presence on the platforms where our customers make decisions: Trustpilot, Google Reviews, Apple App Store, and Google Play Store. Your work will directly impact customer acquisition, retention, and how the market perceives us.

This role will suit you if:

• You're energised by turning challenging feedback into positive outcomes
• You see patterns in data that others miss
• You thrive in fast-paced environments where your decisions have immediate impact
• You want meaningful work where you can see the results of your efforts daily

Key Responsibilities

1. Platform Reputation Management

• Monitor and respond to all reviews within 24 hours with professionalism and empathy
• Craft responses that resolve issues, showcase our values, and turn detractors into advocates
• Identify urgent issues and escalate to Customer Support, Product, or Leadership with clear context
• Analyse review trends to uncover systemic issues and opportunities for improvement
• Maintain response templates and guidelines that scale while staying authentic

2. Rating Optimisation and Growth

• Develop and execute strategies to achieve and maintain 4.0+ star ratings across all platforms
• Design campaigns that encourage satisfied customers to share positive experiences
• Collaborate with Customer Success to identify advocates and timing for review requests
• Test different approaches to review generation and double down on what works
• Work closely with Product and Support teams to address root causes of negative feedback

3. Global Brand Consistency

• Ensure brand voice remains consistent across global
• Adapt communication approach for cultural nuances while maintaining brand integrity
• Build and maintain comprehensive response playbooks for various scenarios
• Partner with regional teams to address market-specific reputation challenges
• Train internal stakeholders on brand voice and reputation best practices

4. Strategic Insights and Reporting

• Track key metrics: star ratings, review volume, sentiment trends, response rates, competitor benchmarking
• Deliver weekly and monthly reports that translate data into actionable business insights
• Present findings to Leadership demonstrating how reputation impacts customer acquisition and retention
• Use customer feedback to inform product roadmap and customer experience improvements

5. Crisis Management

• Act as first responder when reputation issues arise, coordinating swift and appropriate responses
• Develop and maintain crisis communication protocols for various scenarios
• Work with Legal and Compliance on sensitive FinTech-related communications
• Manage relationships with platform support teams to resolve escalated issues

Requirements

• Minimum 3-5 years in online reputation management, digital brand management, or corporate communications, with proven success improving ratings on Trustpilot, Google Reviews, and app stores
• Experience in FinTech, financial services, or regulated industries preferred; demonstrated ability to manage sensitive communications with appropriate discretion
• Hands-on experience with reputation management platforms (Trustpilot Business, Review Trackers, etc.), analytics tools, and understanding of app store optimisation (ASO) principles
• Exceptional written communication skills with ability to craft professional, empathetic responses and adapt tone for different audiences and cultural contexts
• Strong data analysis skills with ability to identify trends, extract insights from customer feedback, and translate findings into actionable strategies
• Demonstrated composure and sound judgment when managing high-pressure situations, negative feedback, or reputation-threatening incidents
• Proven ability to work effectively across functions (Product, Customer Support, Legal, Leadership) and build strong cross-functional relationships
• Experience managing communications across multiple markets with sensitivity to cultural nuances
• Highly Desirable-Bilingual capability in English and Mandarin Chinese

Benefits

• Opportunities for enriching career growth, including exposure to regional contexts

• Complimentary snacks and beverages available in the office pantry
• Healthcare coverage (medical, dental, optical), gym benefits
• Flexibility in smart casual dress code
• Young, vibrant and open work culture