About the Community Manager role
A Community Manager is the voice of the brand and the ear of the company. They engage members across social platforms, forums, and community spaces, answer questions, moderate discussions, and turn passive followers into active advocates. They also relay what the community is saying back to product, support, and marketing teams so the company can act on it. In many companies they are the first person a customer talks to and the last one a customer remembers.
The role blends communication skills with program management. A strong community manager plans content calendars, runs AMAs and community events, sets moderation guidelines, and tracks metrics such as engagement, retention, and sentiment. They stay composed when threads turn heated and know when to respond publicly, move a conversation to private channels, or escalate to support.
In your posting, name the platforms your community lives on, its current size, and whether the focus is growth, engagement, or support deflection. Also state who the community manager reports to, because the role changes meaningfully depending on whether it sits in marketing, product, or support. Consider sharing a few real threads with candidates so they know exactly what they would be stepping into.
Community Manager job description template
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Job brief
We are hiring a Community Manager to be our voice in the room and our ear on the ground. You will engage members daily, answer what you can and route what you cannot, moderate with a steady hand, run programs that give people a reason to come back, and tell the rest of us what we are hearing.
This suits somebody who writes well in a brand voice without sounding like a press release, keeps their composure when a thread turns, and knows when to answer publicly, take it to a private channel, or escalate.
Responsibilities
- Set and implement community engagement plans aligned with marketing goals
- Respond to comments, questions, and mentions across community channels in a timely, on-brand voice
- Create and schedule content such as posts, discussion prompts, and newsletters
- Moderate discussions, enforce community guidelines, and handle conflicts fairly
- Organize and host community events, AMAs, webinars, and meetups
- Identify and support power users, advocates, and ambassador programs
- Track community metrics such as growth, engagement, and sentiment, and report on them monthly
- Relay product feedback, feature requests, and recurring issues to internal teams
- Coordinate with support and PR on sensitive or high-visibility conversations
Requirements and skills
- Has managed a community or brand presence professionally
- Hands-on with the platforms communities actually live on
- Writes excellently and holds a brand voice without sounding corporate
- Has planned content calendars and run engagement programs
- Reads community metrics and turns them into a change rather than a slide
- Judgment in moderation, escalation, and the occasional crisis
- Genuinely interested in our space and the people in it
- A relevant degree, or the practical experience that replaced one
Nice to have
- Experience launching a community from scratch or scaling one significantly
- Familiarity with community platforms and analytics tools such as Discourse, Circle, or Sprout Social
- Basic graphic or video editing skills for community content
- Experience running ambassador or advocacy programs
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