Location: Mumbai
We are looking for a customer-first Community Manager to build, engage, and nurture our customer community across WhatsApp and other digital engagement platforms. This role will be responsible for creating meaningful interactions, fostering customer relationships, driving engagement, and building a vibrant community that enhances customer satisfaction, loyalty, and advocacy.
The ideal candidate is passionate about community building, enjoys interacting with customers, and can create engaging content and experiences that encourage participation and long-term engagement.
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Build, grow, and manage customer communities on WhatsApp and other digital platforms.
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Develop and execute monthly community engagement calendars.
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Create engaging content including educational posts, product updates, success stories, tips, polls, quizzes, challenges, and interactive campaigns.
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Moderate community discussions to ensure a positive, respectful, and engaging environment.
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Respond to customer queries or coordinate with relevant internal teams for timely resolutions.
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Identify and nurture community champions, advocates, and power users.
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Encourage peer-to-peer engagement and knowledge sharing within the community.
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Gather customer feedback, insights, and suggestions, and share them with Product, Marketing, and Customer Support teams.
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Establish community guidelines and ensure compliance with community standards.
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Drive customer participation through webinars, AMA (Ask Me Anything) sessions, live events, challenges, contests, and community initiatives.
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Increase community engagement through creative campaigns and interactive experiences.
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Build long-term relationships with community members and improve customer loyalty.
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Monitor customer sentiment and proactively identify engagement opportunities or concerns.
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Collaborate with Marketing and Product teams to communicate launches, new features, educational content, and announcements.
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Support referral, advocacy, and user-generated content initiatives within the community.
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Track and report community health metrics such as:
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Community growth
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Active members
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Engagement rate
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Response time
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Participation in events and campaigns
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Customer feedback trends
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Analyze engagement data and recommend improvements to increase community participation.
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Share periodic community insights and recommendations with stakeholders.
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1–2 years of experience in Community Management, Customer Engagement, Customer Success, or Social Community Management.
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Hands-on experience managing WhatsApp Communities, Telegram, Discord, Facebook Groups, or similar community platforms.
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Excellent written and verbal communication skills.
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Strong content writing and storytelling abilities.
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Ability to engage and build relationships with customers.
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Strong problem-solving and stakeholder management skills.
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Analytical mindset with experience tracking engagement metrics.
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Ability to work cross-functionally with Marketing, Product, Customer Support, and Operations teams.
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Experience using community management platforms and engagement tools/engagement channels such as Email, Push Notifications, SMS, and other customer communication tools.
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Experience managing online communities for consumer brands, healthcare, SaaS, or D2C businesses.
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Basic understanding of Excel, Google Sheets, and reporting dashboards.
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Experience organizing webinars, online events, or customer engagement programs.
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Passion for building thriving customer communities.
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Excellent communication and interpersonal skills.
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Creative thinker with strong storytelling abilities.
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Strong ownership and execution mindset.
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Customer-centric approach with empathy and active listening skills.
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Data-driven decision-making ability.
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Ability to thrive in a fast-paced, high-growth environment.
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Enthusiasm for creating memorable customer experiences and fostering long-term customer advocacy.
