Job Title: Community Manager

About the Role

Key Responsibilities

Community Management

• Build, grow, and manage customer communities on WhatsApp and other digital platforms.
• Develop and execute monthly community engagement calendars.
• Create engaging content including educational posts, product updates, success stories, tips, polls, quizzes, challenges, and interactive campaigns.
• Moderate community discussions to ensure a positive, respectful, and engaging environment.
• Respond to customer queries or coordinate with relevant internal teams for timely resolutions.
• Identify and nurture community champions, advocates, and power users.
• Encourage peer-to-peer engagement and knowledge sharing within the community.
• Gather customer feedback, insights, and suggestions, and share them with Product, Marketing, and Customer Support teams.
• Establish community guidelines and ensure compliance with community standards.

Customer Engagement

• Drive customer participation through webinars, AMA (Ask Me Anything) sessions, live events, challenges, contests, and community initiatives.
• Increase community engagement through creative campaigns and interactive experiences.
• Build long-term relationships with community members and improve customer loyalty.
• Monitor customer sentiment and proactively identify engagement opportunities or concerns.
• Collaborate with Marketing and Product teams to communicate launches, new features, educational content, and announcements.
• Support referral, advocacy, and user-generated content initiatives within the community.

Community Analytics

• Track and report community health metrics such as:
  • Community growth
  • Active members
  • Engagement rate
  • Response time
  • Participation in events and campaigns
  • Customer feedback trends
• Analyze engagement data and recommend improvements to increase community participation.
• Share periodic community insights and recommendations with stakeholders.

Required Skills

• 1–2 years of experience in Community Management, Customer Engagement, Customer Success, or Social Community Management.
• Hands-on experience managing WhatsApp Communities, Telegram, Discord, Facebook Groups, or similar community platforms.
• Excellent written and verbal communication skills.
• Strong content writing and storytelling abilities.
• Ability to engage and build relationships with customers.
• Strong problem-solving and stakeholder management skills.
• Analytical mindset with experience tracking engagement metrics.
• Ability to work cross-functionally with Marketing, Product, Customer Support, and Operations teams.

Preferred Skills

• Experience using community management platforms and engagement tools/engagement channels such as Email, Push Notifications, SMS, and other customer communication tools.
• Experience managing online communities for consumer brands, healthcare, SaaS, or D2C businesses.
• Basic understanding of Excel, Google Sheets, and reporting dashboards.
• Experience organizing webinars, online events, or customer engagement programs.

What We're Looking For

• Passion for building thriving customer communities.
• Excellent communication and interpersonal skills.
• Creative thinker with strong storytelling abilities.
• Strong ownership and execution mindset.
• Customer-centric approach with empathy and active listening skills.
• Data-driven decision-making ability.
• Ability to thrive in a fast-paced, high-growth environment.
• Enthusiasm for creating memorable customer experiences and fostering long-term customer advocacy.