About the role
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.