Community Manager at Cloud Nine
Cloud Nine is a neurodivergent clothing brand, and we're launching a community app to go with it. It's a place where people can talk to other people who understand what they're dealing with, without having to explain themselves first or perform being fine.
You'd be the first community hire, which means you're setting up how all of this works rather than inheriting someone else's system.
What you'd be doing
You're in the community app every day. Welcoming new members by name, replying to posts, starting conversations, moderating, keeping the channels organized so people can find things.
We need to ensure that nobody posts and gets ignored. If someone shares something, cm always replies. The part that makes this work is memory. Following up with someone about the job interview they mentioned last week, or the dog, or the appointment they were nervous about. That's what turns a feed into a community, and it's the thing most brand communities never bother doing.
We also have a Discord, and Facebook group, but need to bring those people here to the app.
- Programming and engagement
You'd build and run the calendar of what's actually happening inside the community week to week. That includes:
- Challenges, prompts, and recurring threads that give people a reason to open the app
- Polls and product voting, where members get a say in what we make and what we call it
- Q&A sessions with therapists and guests (you would find)
- Giveaways, including the monthly free hoodie to a random member
- Whatever else you come up with. We don't have this figured out, and we'd rather you tell us
We also want you reaching out to therapists, occupational therapists, ADHD coaches, and other professionals in the space to line up interviews for the community. That means finding them yourself, sending the outreach, booking the call, and getting it filmed and cut if being posted. Or interviewing live. These people give us credibility, and their audiences are exactly who we're built for. Bring us ideas instead of waiting for a brief, because the best of this kind of content usually comes from whoever thought of it first.
Events and partnerships
This is the other half of the job and it matters as much as the online half (IF NOT MORE!!!)
There are organizations across Vancouver already running events for neurodivergent people. We want you finding them, reaching out cold, and getting Cloud Nine attached in whatever way makes sense: co-hosting, sponsoring, contributing something, or just being a named partner.
It doesn't have to be our event. It just has to be real. Once something's booked, you post it in the community so members in that city can go, and you get photos and moments back to the content team so it can live on social too.
We want Cloud Nine running its own events once a month. These activations you would be setting up and because it would be you doing it, we need someone who's crafty, able to do DIY, to make very cool-looking pop-ups. For example stuff that you could do at English Bay or Stanley Park, like actual in-person activations with a booth that you make/create
Building the systems
Since you're first in the seat, you'd help write the community guidelines, set up how moderation works, and define what gets escalated and to whom. Neurodivergent spaces need real care here. People show up in bad moments sometimes, and we need a plan for that rather than improvising.
Support
Some customer questions will land in the community no matter what we do. You'd handle the easy ones and route the rest to Leia on Customer Success. We'll draw a clear line on what's yours and what isn't so this doesn't eat the job.
Who you'd work with
- Creative Director: strategy, campaigns, launches, messaging, what's a priority
- Customer Success: support questions, customer access, escalations
- UGC / Creator Manager: creator opportunities and recruiting from the community
- Product and Design: member feedback, testing, product voting, co-creation
- Email and Lifecycle: onboarding, retention, win-back campaigns
- Leadership: community strategy, KPIs, where this goes long term
Who we're looking for
- You've run a community before. Discord, Facebook, Reddit, Slack, a forum, a group chat that got out of hand. Tell us what it looked like
- You're warm in writing. People open up to you and you know how to answer when they do
- You can email an organization you've never met and get a yes
- You work on your own. Nobody's handing you a task list every morning, and the first few months are going to be a lot of figuring it out
- Comfortable in front of the camera as you would be filming these events
- Able to make extensive activations
- Host events
