Online Community Manager

About the role

You will be the first human touchpoint for customers reaching out via WhatsApp, Instagram, and Facebook. Acting as the brand’s voice, you will turn enquiries into relationships and help drive revenue while providing valuable insights to internal teams.

Key responsibilities

• Serve as the primary contact for inbound queries on WhatsApp, Instagram DMs, and Facebook, responding promptly and on‑brand.
• Answer product questions, give styling advice, and guide customers to the appropriate channel (website, store, or event).
• Manage and moderate comment sections on social posts to foster community engagement.
• Track, categorize, and analyse incoming queries to identify recurring themes and friction points.
• Produce a weekly insights report for eCommerce, store, and events teams and flag urgent issues in real time.
• Collaborate with eCommerce, store, events, and content teams to translate customer feedback into website and process improvements.

Required profile

• 2–4 years of experience in community management, customer experience, or social media, preferably in retail, fashion, or lifestyle.
• Excellent written English; Hindi fluency is a strong advantage.
• Warm, patient, brand‑conscious communication style.
• Highly organised with the ability to juggle multiple conversations.
• Analytical mindset focused on extracting insights from interactions.

Required skills

• WhatsApp Business
• Meta Business Suite
• Basic reporting tools
• CRM or help‑desk tools (nice to have)