Community Manager

About This Role

This role is the first dedicated to the company's owned customer community. You will identify where customers gather online, propose a strategy for building a presence, and then run it day to day. The role also involves managing the company's reputation on review sites and ensuring customer feedback reaches relevant teams, as well as identifying thought leaders and advocates for potential influencer partnerships.

Responsibilities

• Research and map where customers are active online
• Propose an owned community strategy and platform roadmap
• Launch and run Boulevard’s owned community platform(s), including moderation and engagement
• Monitor and respond to reviews on sites like G2, Capterra, and Trustpilot
• Partner with Support, Product, Education, and Paid teams so feedback gets to the right team and gets closed out
• Help define how Boulevard’s influencer program works in collaboration with Content & Social teams
• Track and report on engagement, sentiment, and retention metrics
• Travel occasionally for trade shows, brand events, and video shoots as they come up

Requirements

• 5-7 years of experience in strategy- and execution-heavy community roles
• Experience building a community strategy from an ambiguous starting point: figuring out where an audience lives and making the case for investing there, not just running a platform someone else already chose
• Experience managing a brand’s presence and reputation on review sites like G2, Capterra, and Trustpilot
• Experience building moderation and escalation workflows for an online community
• A track record of working with teams like demand generation, support, product, or customer success to turn community feedback into action
• Strong written communication and sound judgment handling sensitive or difficult conversations in public
• Deep customer empathy and a strong sense of urgency, responding quickly and connecting customers with the right people
• Strong relationships and credibility within the beauty, wellness, salon, or spa community, including knowing which forums and voices matter to our customers
• A degree in marketing, journalism, communications, business, or another relevant field, or equivalent experience (5+ years)

Nice to have:

• Experience launching or managing a branded Reddit presence
• Experience in beauty, wellness, salon, or spa
• Experience monitoring and managing feedback from Facebook groups

Benefits

• Competitive base pay and performance bonus eligibility
• Equity participation for all full-time employees
• Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage