Community Manager

Who We Are

Our Mission

Summary

Community Operations & Team Management

• Lead daily community operations across brand, founder, and supporting social channels.
• Manage team workflows, coverage, SLAs, quality standards, and accountability.
• Ensure community responses are timely, accurate, empathetic, and aligned with brand and founder tone of voice.
• Build systems that improve speed, consistency, quality control, collaboration, and operational discipline.
• Coach Community Managers on tone of voice, escalation judgement, customer care, platform behaviour, and cultural awareness.

Founder & Brand Community Management

• Lead community engagement across Mona Kattan's founder-led platforms, ensuring responses feel personal, warm, and aligned with her voice.
• Understand the difference between brand community, founder community, fan engagement, customer care, and sensitive personal interactions.
• Identify moments where Mona's community can be nurtured through thoughtful replies, fan recognition, surprise-and-delight ideas, and culturally relevant engagement.
• Help protect the founder's reputation by identifying sensitive conversations, emotional audience responses, reputational risks, and moments requiring careful judgement.

Crisis Monitoring & Escalation

• Lead social monitoring for sentiment shifts, complaints, emerging issues, and reputational risks.
• Ensure clear escalation routes and timely, well-contextualised updates to the right stakeholders.
• Support response planning during launches, sensitive moments, creator conversations, product issues, or cultural moments.
• Help the team apply sound judgement on when, how, and whether to engage.

Tools, Data, Reporting & Insights

• Ensure effective use of community management, social listening, publishing, and reporting tools.
• Track community health, sentiment, recurring themes, audience needs, customer feedback, and social media performance insights.
• Translate community and social performance data into useful insights for social, marketing, PR, product, e-commerce, customer care, and leadership teams.
• Identify opportunities to improve reporting, workflow, tool usage, content performance, and decision-making.

Customer Care & Brand Experience

• Ensure community responses deliver a helpful, empathetic, and brand-right customer experience.
• Partner with customer care and cross-functional teams to resolve issues efficiently.
• Surface recurring customer pain points and recommend improvements to the wider customer journey.
• Maintain clear guidance for common, sensitive, and high-priority customer interactions.

Creative Community & Cultural Impact

• Identify community conversations that can become content, engagement, PR, or brand love opportunities.
• Partner with social and content teams to turn community insights into culturally relevant ideas.
• Explore creative digital spaces, platform-native formats, broadcast channels, groups, live interactions, and other community-led spaces to create unique community experiences.
• Project manage creative community ideas that connect online community with offline experiences, helping turn audience participation into community-oriented content.
• Help build a community function that does more than respond — one that creates loyalty, participation, cultural relevance, and advocacy.

Requirements

• 7+ years of experience in community management, social media, customer care, digital marketing, creator management, or social operations.
• Experience managing or mentoring a small team.
• Strong understanding of social platforms, community behaviour, creator culture, founder-led brands, and audience engagement.
• Experience using community management, social listening, publishing, or reporting tools.
• Ability to manage escalations, customer issues, sensitive conversations, and fast-moving social moments.
• Strong reporting, insight-generation, project management, and problem-solving skills.
• Ability to develop and manage creative community initiatives from idea to execution.
• Strong judgement when engaging from both brand and founder accounts.
• Excellent written communication skills with strong attention to detail.
• Experience in beauty, fragrance, lifestyle, fashion, luxury, entertainment, or consumer brands is a plus.
• Any of the existing community management tools sprinkle implfiy brand watch

Benefits

• Premium Medical/Dental/Vision coverage
• Find your Magic Days
• Volunteer Day
• Birthday Leave

• Egg Freezing Benefits

• Employee discounts on all Kayali products
• Quarterly product gifting
• KAYALI is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination.
• We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status.
• If you need reasonable accommodations at any point in the application or interview process, please let us know.