Overview
The Community Manager is responsible for building, growing, and strengthening the brand's community to drive awareness, engagement, loyalty, and advocacy. This role plays a critical part in creating meaningful connections between the brand and its communitiesranging from prospects to active customersthrough strategic, relevant, and well-executed programs.
Key Responsibilities
1. Community Building & Awareness Activation
- Develop and implement strategies to expand the brand's community reach.
- Initiate and execute community engagement activities such as events, roadshows, and community visits to introduce the brand and its values.
- Build strong relationships with external communities, organizations, and relevant groups to strengthen brand credibility.
- Manage external community communications in a professional, engaging, and brand-aligned manner.
2. Loyalty, Retention & Advocacy Programs
- Develop and nurture customer communities across private groups, WhatsApp groups, and social media channels to increase engagement and loyalty.
- Design and execute community programs such as online classes, workshops, webinars, learning sessions, and offline gatherings.
- Collaborate with Sales, Marketing, and Operations/Clinic teams to create community initiatives that positively impact revenue in a seamless, non-salesy way.
- Build and manage community advocate programs (e.g., brand ambassadors or remission advocates), including incentive systems, tasks, and performance tracking.
- Monitor and analyze key community metrics (engagement, growth, retention, repeat purchase, advocacy rate) to measure program effectiveness.
3. Leadership & Community Operations
- Lead, mentor, and develop the community team (moderators, admins, event PICs, etc.).
- Oversee daily community operations to ensure all activities follow guidelines and SOPs.
- Develop short- and long-term community development plans aligned with business needs.
- Manage and plan the community activity calendar with consistent, structured execution.
- Oversee community program budgets to ensure efficient and accountable spending.
- Prepare regular reports, insights, and improvement plans based on community performance.
Must-Have Qualifications
- 24 years of experience as Community Manager / Community Lead / Customer Engagement / Event & Activation Specialist or similar roles.
- Strong understanding of community management fundamentals: engagement, moderation, nurturing, retention, and advocacy.
- Excellent interpersonal and communication skills, especially in motivating and managing large groups.
- Experience planning and executing eventsonline and offline (webinars, workshops, gatherings, roadshows, etc.).
- Proven ability to build relationships with communities, micro-influencers, organizations, and community groups.
- Ability to work cross-functionally with Sales, Marketing, Customer Service, and Operations teams.
- Leadership skills with experience managing a team and handling multiple programs simultaneously.
- Creative thinking in designing meaningful community engagement initiatives.
- Basic ability to analyze community data (engagement metrics, growth trends, conversion behavior).
- Service-oriented mindset and strong empathy.
Nice-to-Have Qualifications
- Experience in health, wellness, nutrition, or patient communities (plus point).
- Experience managing large WhatsApp/Facebook/Telegram Groups.
- Experience building ambassador or advocate programs.
- Strong public speaking or storytelling skills.
- Experience creating SOPs, community playbooks, or training modules.
- Linked networks with relevant community groups (health, religious, educational, lifestyle, etc.).
Personal Attributes
- People-oriented: confident, approachable, and sociable.
- Empathetic and patient when dealing with diverse community members.
- Proactive, energetic, and passionate about community building.
- Structured, organized, and able to adapt quickly to changing environments.
- Responsible, reliable, and able to work both independently and in teams.
- Passionate about education, health, and long-term community growth.
