preply - Risk & Reputation Communications Manager
Requirements
• 10+ years of experience in corporate communications, issues management, crisis communications or reputation management, ideally within a global technology, marketplace or consumer-facing business. • Demonstrated experience managing sensitive or high-profile communications issues across multiple stakeholder groups. • Excellent judgment, particularly when deciding whether, when and how an organization should respond publicly. • Strong understanding of how issues develop across traditional media, Reddit, social media, employee platforms, review sites and other online communities. • Experience developing communications for audiences beyond the media, including customers, employees, investors or business partners. • Exceptional writing skills and the ability to turn complex or sensitive information into clear, concise and human communications. • Experience advising senior leaders and working closely with Legal and other subject-matter experts. • Ability to anticipate how company decisions may be perceived by different audiences and identify potential second-order reputational effects. • Strong project management skills and the ability to coordinate multiple stakeholders during fast-moving situations. • Comfortable challenging assumptions, asking difficult questions and providing clear recommendations. • Calm, pragmatic and highly collaborative working style.
Responsibilities
• ISSUES & REPUTATION MANAGEMENT • Identify, assess and manage emerging issues that could affect Preply’s reputation among key stakeholders. • Develop communications strategies for complex or sensitive issues across Preply’s business, products and marketplace. • Gather and synthesize information from relevant teams to establish the facts quickly and translate complex operational, legal or technical issues into clear external communications. • Develop clear recommendations on when Preply should respond, monitor, escalate or take no action. • PROACTIVE RESPONSE • Draft and coordinate responses to emerging conversations across channels. • Develop a centralized library of approved messaging, talking points, statements, FAQs, holding lines, Q&As and other response materials for recurring and emerging reputation topics. • Adapt messaging appropriately for different audiences and channels while ensuring Preply’s underlying position remains clear and consistent. • Identify patterns in incoming questions, complaints and external conversations and recommend opportunities for clearer communications or proactive intervention. • CRISIS PREPAREDNESS & RESPONSE • Develop and maintain Preply’s crisis communications framework, protocols and escalation processes. • Identify Preply’s highest-priority reputational risk scenarios and develop communications playbooks for each. • Advise internal stakeholders on the potential reputational implications of decisions, policies and emerging issues before they escalate. • Establish clear roles, decision-making processes and communications workflows for crisis situations. • Lead crisis simulations and tabletop exercises with relevant teams and senior stakeholders. • Coordinate communications response during significant incidents or crises. • Conduct post-incident reviews and incorporate lessons into future processes and preparedness. • REPUTATION MONITORING & INTELLIGENCE • Monitor media, social platforms, review sites and other relevant channels for conversations and emerging issues involving Preply. • Develop a structured approach for assessing issues based on factors including severity, velocity, credibility, audience, reach and potential reputational impact. • Distinguish between isolated complaints, recurring reputation themes and issues with the potential to escalate. • Identify patterns across learner, tutor, employee and public conversations that could signal broader reputation vulnerabilities. • Produce regular reputation and risk reporting for Communications and senior stakeholders. • Track how Preply’s responses and interventions affect the trajectory of reputation issues over time. • MEDIA & EXTERNAL COMMUNICATIONS • Co-manage media inquiries involving sensitive, contentious or reputationally complex topics with the Corporate Communications & PR Lead. • Develop response strategies and messaging for journalists covering sensitive issues involving Preply. • Prepare spokespeople for challenging interviews and anticipate likely lines of questioning as needed. • Partner with Corporate Communications when reputational issues intersect with proactive media activity, company announcements or executive communications. • Ensure responses are consistent, factual and aligned across markets, audiences and channels. • CROSS-FUNCTIONAL PARTNERSHIP • Build strong working relationships across Legal, Trust & Safety, Customer Experience, Product, People, Brand and other teams. • Establish clear processes for teams to escalate emerging issues to Communications early. • Bring a reputation lens to relevant product, policy and business discussions. • Build relationships with internal subject-matter experts so Communications can establish facts and respond quickly when issues arise. • Balance legal, operational, customer and communications considerations while protecting Preply’s long-term reputation. • Help build a culture in which reputation is considered proactively rather than only after an issue emerges.
Benefits
• An open, collaborative, dynamic and diverse culture; • A generous monthly allowance for lessons on Preply.com http://preply.com, Learning & Development budget and time off for your self-development; • A competitive financial package with equity, leave allowance and health insurance; • Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub • Access to free mental health support platforms; • Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;
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