Original listing text, shown exactly as published by the company.
The Role
We’re looking for a Senior Community Manager who is equal parts strategist, writer, and hands-on operator. Reporting to the Director of Integrated Marketing, this is a unique opportunity to shape how hundreds of thousands of small business owners engage with Novo.
At the same time, you will own and lead the day-to-day engagement across our community channels. You’ll be the front line of how Novo shows up on our brand social channels and in community forums - leading social listening, moderation, and engagement to build Novo’s reputation.
What You’ll Do
Own and lead day-to-day community operations
- Manage the content calendar for Novo’s priority social and community channels, driving daily engagement, conversation quality, and customer experience.
- Develop scalable processes, playbooks, and frameworks that uphold safety, trust, delight, and Novo’s distinctive brand voice.
- Monitor community health, sentiment, and emerging risks, surfacing insights and opportunities for continuous improvement to the marketing team and broader business.
- Demonstrate mastery of AI tools to streamline community operations, personalize engagement at scale, and accelerate content workflows.
Launch initiatives that grow participation, sentiment, and long-term community value
- Develop and execute community-led programs — founder spotlights, AMAs, IRL meetups, ambassador cohorts, activations — that translate Novo’s brand and product story into resonant, customer relationship-building moments.
- Partner with the marketing team to integrate community into broader brand and growth campaigns, ensuring community shows up as a cohesive, always-on extension of campaign activity.
- Define community KPIs (participation, sentiment, advocacy, referral) and work with Data/Analytics to track performance, using insights to pivot strategies and maximize impact.
- Test, learn, and scale: pilot new formats and platforms, gather learnings, and turn around go-forward plans at a steady pace.
- Partner with the Creative team to maintain a high bar across all community-facing content and create work small business owners feel proud to be associated with.
Your Mindset
- Customer-Obsessed: You champion the needs of small business owners inside the organization and inspire best-in-class, customer-first execution.
- Endlessly Curious: You proactively seek inspiration from outside Novo—staying on top of internet culture, channel trends, creator dynamics, and emerging technology to up-level your work.
- Builder’s Bias: You're energized by white space and comfortable working in test-and-learn mode. You’re comfortable with data, attribution, and qualitative signals and you turn metrics into action. You’re experienced at trying new tactics, gathering learnings, and iterating quickly.
Must Have
- 6–8 years of experience in community management, integrated marketing, or social/brand marketing for a consumer-facing or SMB-facing brand, ideally at scale.
- Proven experience growing and engaging online communities across multiple platforms (LinkedIn, Meta, Reddit, Circle, etc.).
- Strong instincts for tone, voice, and the dynamics of online culture. Ability to translate brand strategy and guidelines into a social tone of voice and narrative that cuts through the clutter and builds positive brand reputation.
- Experience with owning social listening tools and content calendar publishing.
