Reputation Specialist at United Nigeria Airlines

Job Summary

• The Reputation Officer supports United Nigeria Airlines in protecting, monitoring, and enhancing the airline’s public image across all media channels.
• The role combines reputation management with strong content creation and video production skills to ensure timely communication, positive brand storytelling, and proactive management of issues that may impact customer perception and corporate credibility.

Duties / Responsibilities
Reputation Management & Monitoring:

• Monitor traditional media, digital platforms, and social channels for mentions related to the airline.
• Track conversations around customer experience, flight operations, safety perception, and service delivery.
• Identify reputational risks, provide insights, and escalate issues with recommended actions.
• Prepare daily media monitoring summaries and reputation intelligence reports for management.
• Support crisis communication efforts, including drafting holding statements, documenting incidents, and preparing updates.
• Maintain a comprehensive log of reputational issues, customer complaints, media inquiries, and resolutions.

Content Creation & Brand Positioning:

• Produce clear, compelling storytelling content that highlights the airline’s strengths, service improvements, milestones, and partnerships.
• Gather stories from operations, customer service, and commercial teams to promote brand visibility.
• Capture and edit high-quality videos for internal updates, safety initiatives, stakeholder engagements, and event coverage.
• Create short-form, engaging videos optimized for social media and digital channels.
• Maintain an organized media library of footage, interviews, and branded assets.
• Stakeholder Engagement & Support
• Participate in developing and implementing communication strategies that improve public sentiment.
• Assist in documentation, photography, content gathering, and branding activities across stations.

Performance Indicators (KPIs)

• Accuracy and timeliness of media monitoring and reputation reports.
• Quality and impact of created content and videos.
• Speed and effectiveness of issue escalation and resolution support.
• Improvement in sentiment trends across monitored platforms.
• Contribution to PR campaigns, corporate visibility, and brand initiatives.
• Consistency and professionalism in communication.

Experience & Qualification

• Bachelor’s Degree in Mass Communication, Public Relations, Journalism, Media Studies, or related field.
• Experience in customer service, or crisis-driven environments is a major advantage.

Required Skills & Competencies:
Technical Skills:

• Strong knowledge of reputation management principles, media behaviour, and social listening tools.
• Proficiency in video editing software (Adobe Premiere Pro, Final Cut Pro, CapCut).
• Professional content creation skills for written and visual materials.
• Graphic design experience (Canva, Adobe Creative Suite) is an added advantage.
• Ability to interpret data and provide actionable insight from sentiment tracking.
• Communication Skills
• Excellent writing, editing, and visual storytelling capabilities.
• Strong interpersonal and stakeholder management skills.
• Ability to respond with clarity and professionalism under pressure.
• Behavioural Competencies
• High emotional intelligence, discretion, and sound judgment.
• Proactive approach with strong attention to detail.
• Ability to multitask in a fast-paced, operational environment.
• Strong sense of responsibility, ownership, and commitment to brand integrity.