Role Title
Job Title: Community Manager
Reports to: Creative Content Director
Position: Full‑time, Permanent
Role Overview
The Community Manager is responsible for the day‑to‑day health of WillPowders’ highly engaged online communities, creating conversations people genuinely want to join, helping members connect with each other and the brand, and ensuring every space becomes somewhere people choose to return to.
The role sits across Marketing and Customer Service, acting as the bridge between content, customer experience, product and CRM. They surface recurring customer questions, pain points and sentiment, feeding insight back into the business and ensuring the customer experience feels seamless across every touchpoint.
They help build and evolve the community playbook and tone of voice with the Brand team, ensuring consistent communication across community, founders, marketing and customer support.
They make community strategy tangible by building the systems, playbooks, engagement frameworks and reporting that allow community to scale as the business grows.
They act as the voice of the customer across Marketing, Product, CRM and Customer Service, ensuring community insight informs product development, messaging, CX improvements and campaign planning.
They also protect the long‑term health of the community through moderation principles, escalation processes and safeguarding trust, ensuring communities remain active, trusted and self‑sustaining — not just engaged.
This is not a moderation role; it is a strategic opportunity to shape the future of one of the UK’s most engaged health brands.
Key Responsibilities
Community Strategy, Systems & Growth
- Own the community strategy across all current and emerging platforms, defining what “good” looks like and building the plan to get there.
- Build the systems, playbooks, engagement frameworks and reporting that allow community to scale as the business grows.
- Identify new spaces where WillPowders should build community and make the case for expansion.
- Tie the community roadmap directly to business priorities, including new product launches.
Community Experience & Health
- Create conversations and content people genuinely want to be part of, not just observe.
- Design the everyday rhythm of community life through rituals, prompts and moments that keep people returning.
- Help members connect with each other, not just the brand, building self‑sustaining community culture.
- Maintain healthy communities through moderation principles, escalation processes and safeguarding trust.
- Ensure every interaction reflects WillPowders’ tone, values and brand identity.
Customer Insight & Cross‑Functional Influence
- Surface real customer questions, frustrations and unprompted feedback that other teams don’t see.
- Turn community conversation into structured, regular insight that informs Marketing, Product, CRM and Customer Service.
- Act as the most reliable read on customer sentiment anywhere in the business.
- Spot emerging opportunities and problems early, influencing improvements across customer experience and product.
Customer Service Collaboration
- Work closely with Customer Service to ensure seamless experience across every touchpoint.
- Share recurring issues, sentiment and insight to strengthen CS responses and anticipate customer needs.
- Align community engagement with customer support tone, standards and expectations.
Tone of Voice & Brand Consistency
- Help build and evolve the community playbook and tone of voice with the Brand team.
- Ensure consistent communication across community, founders, marketing and customer support.
- Protect the brand’s voice in high‑volume, high‑visibility community spaces.
Founder Support
- Work closely with Davinia and Matt to bring their voice into the community consistently.
- Build a simple, repeatable system that enables sustainable founder presence.
- Support founders with planning and sharing the insights the community values most.
- Handle operational load so founder time stays impactful — support, not ghostwriting.
Creator & Ambassador Development
- Identify influential members and creators with genuine community impact.
- Manage relationships with ambassadors and creators from first outreach through ongoing partnership.
- Build a pipeline that turns engaged customers into advocates, and advocates into ambassadors.
- Collaborate with Marketing to align creator activity with brand and campaign priorities.
Skills, Knowledge & Experience
- 3+ years of experience in community management, social media, or a similar role, ideally within a consumer or DTC brand.
- A track record of growing or nurturing an online community, wherever that experience comes from. We care more about the outcome than the platform.
- Confidence engaging directly with customers, including handling difficult or sensitive conversations with empathy and good judgement.
- Strong instincts for conversation and storytelling. You know what makes people want to comment, share and come back.
- Comfortable turning what you hear in the community into insight that Marketing, Product and Customer Service can actually use.
- Experience in health, wellness, sports nutrition or a premium DTC consumer category is strongly preferred.
- Comfortable operating in a fast moving, founder led environment where priorities shift and the pace is real.
- Excellent written and verbal communication, with the judgement to represent the brand and the community authentically in both directions.
- A genuine enthusiasm for community as a discipline, not just a stepping stone to something else
Personal Attributes
- Community‑minded and human‑centred — builds trust, connection and belonging; understands how communities grow and self‑regulate.
- Culturally fluent and conversation‑led — spots emerging conversations, signals and behaviours early; shows up authentically in different spaces.
- Insight‑driven and curious — seeks to understand what customers are really saying and feeling, and turns that into meaningful action.
- Emotionally intelligent and empathetic — handles sensitive conversations with care; reads tone and sentiment instinctively.
- Strong judgement and safeguarding‑aware — makes sound moderation and escalation decisions; protects trust and community wellbeing.
- Clear, warm and consistent communicator — reflects WillPowders’ tone and values across community, founders, marketing and customer support.
- Collaborative across functions — works seamlessly with Marketing, Customer Service, Product, CRM and Brand; acts as connective tissue between teams.
- Structured and systems‑oriented — thinks in frameworks and repeatable processes; builds systems that scale community operations.
- Strategic but hands‑on — comfortable shaping direction while staying close to daily community life.
- Founder‑friendly — supports Davinia and Matt with insight, planning and presence; amplifies founder voice without ghostwriting.
- Creator‑aware and relationship‑driven — spots genuine influence; builds trust with creators and ambassadors; nurtures long‑term relationships.
- Resilient and calm under pressure — manages high‑volume conversation and fast‑moving dynamics with clarity and composure.
Measures of success
Success in this role isn't measured by how much content we publish, but by the quality of the community we build. Healthy communities are active, trusted and self-sustaining. They create advocates, generate insight and strengthen the relationship between our members and the brand.
At three months, you have established a consistent rhythm across our community channels, bringing energy and structure back to conversations. Members know there is someone listening, responding and helping to create an environment that reflects the values of the brand. Our founders are visible, our content is consistent, and community engagement is moving in the right direction.
At six months, our communities feel connected rather than fragmented. Facebook, Instagram, Reddit, WhatsApp and other platforms each have their own identity while contributing to a single WillPowders community experience. You're regularly identifying customer insights, uncovering compelling member stories, supporting creator relationships and helping transform our audience into advocates for the brand.
At twelve months, the WillPowders community has become one of the company's greatest competitive advantages. Members don't simply consume content, they actively contribute to it. Customer insight informs marketing and product development, ambassadors are emerging organically, and our communities have become trusted destinations for meaningful conversations around health, performance and longevity. You are recognised internally as the voice of our community and an integral part of the company's growth
Benefits
- Private Health Care
- Company Pension
- Employee Product Discount
- Private parking/ Parking Permit
- Access to our onsite gym and biohacking facility
Pay: £25,000.00-£35,000.00 per year
Experience:
- Community Management: 3 years (required)
Work Location: In person
