Consumer Fusion is an AI-powered reputation management platform helping multi-location and franchise brands protect, grow, and enhance their online presence. We specialize in removing illegitimate negative reviews, automating review responses, generating customer feedback at scale, managing local listings and social content, and providing white-glove support with data-driven insights. Trusted by more than 100 franchise brands and thousands of businesses, our platform bridges the gap between national strategy and local execution to drive visibility, consistency, and customer trust. Consumer Fusion has been featured fives times on the Inc. 5000 list of fastest-growing companies, recognized four years in a row as a top franchise supplier by Entrepreneur magazine, and is proud to serve as the International Franchise Association’s Preferred Vendor for Reputation, Listings, and Social.
Overview
As a key member of the Client Services team at Consumer Fusion, the Listing Manager will report to the Director of Client Services. This role is responsible for ensuring the efficient execution and continual optimization of our client listing programs across platforms. The Listing Manager will own vendor relationships, safeguard data accuracy, and act as a trusted client-facing partner. Success in this role requires strong attention to detail, adherence to operational workflows, and the ability to shift seamlessly between strategic planning and hands-on execution. By driving accuracy, visibility, and client satisfaction, this role supports Consumer Fusion’s mission to deliver industry-leading listing support.
Key ResponsibilitiesStrategic & Tactical Ownership
- Analyze and audit Google Business Profile (GBP) listings for accuracy and compliance to identify where tactical changes need to be made.
- Refine the overall listings strategy to support client success, and business growth
- Stay informed of industry trends, platform updates, and best practices to keep our approach ahead of the curve.
- Translate strategy into actionable tactics, managing timelines, and deliverables with support from department leaders.
Client Engagement
- Partner with Account Managers and Client Services to provide client-facing expertise on listings.
- Join client calls as the listings subject-matter expert, explaining complex issues in clear, client-friendly terms.
- Troubleshoot escalations and deliver insights that strengthen trust and retention.
Cross-Functional Collaboration
- Work closely with Sales, Account Management, and Product to align listing strategies with client goals.
- Provide feedback from clients and vendors that informs product roadmap and process improvements.
- Contribute to internal documentation, training, and best practices to scale the listings program.
Additional Responsibilities
- Support overflow tasks as necessary to ensure all client needs are met.
- Participate in internal meetings, providing insights on client concerns, service efficiency, and workflow optimizations.
- Perform other duties as assigned to support the Client Services department and company objectives.
Required Knowledge, Skills, and Abilities
- Strong attention to detail and ability to manage multiple tasks simultaneously.
- Effective written and verbal communication skills with a client-centric approach.
- Proficiency in Salesforce (or similar CRM), Google Workspace, and Microsoft Office Suite.
- Problem-solving skills to proactively address client concerns and improve processes.
- Ability to work collaboratively with internal teams to ensure service quality and efficiency.
Experience
- 3-5 years of experience in client support, account management, or service operations, preferably in SaaS, reputation management, or digital marketing.
- Experience working with Salesforce or other CRM platforms is a plus.
Performance Metrics & Expectations
- Meet or exceed daily quotas for client edits and service fulfillment.
- Maintain high accuracy and efficiency in data entry and client documentation.
- Ensure timely and professional responses to client inquiries and concerns.
- Contribute to process improvements and workflow optimizations.
Pay: From $70,304.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Ability to Commute:
- Carlsbad, CA 92008 (Required)
Work Location: Hybrid remote in Carlsbad, CA 92008
