Online Community Manager

You will be the first human touchpoint for anyone who reaches out to us — across WhatsApp, Instagram, and Facebook. This is not a customer service role in the traditional sense. You are the brand's voice in every conversation, responsible for turning enquiries into relationships and relationships into revenue. Beyond managing individual interactions, you will function as the intelligence layer between our customers and our internal teams — surfacing patterns, flagging gaps, and driving improvements across the website, stores, and events.

• Be the primary point of contact for all inbound enquiries across WhatsApp, Instagram DMs, and Facebook — responding promptly, warmly, and on-brand
• Answer product queries, provide styling guidance, and share relevant information with confidence and accuracy
• Direct customers to the right channel — website, store visit, or upcoming show — based on their need and intent
• Actively nudge warm conversations toward conversion without being transactional; know when to push and when to nurture
• Manage comment sections across social posts — responding, moderating, and engaging in a way that builds community

• Track and categorise inbound queries on an ongoing basis — product questions, sizing, pricing, availability, shipping, custom orders, complaints, and more
• Identify recurring themes, friction points, and frequently asked questions across all channels
• Produce a structured weekly insights report and share relevant findings with the eCommerce, store, and events teams
• Flag urgent or high-volume issues in real time rather than waiting for the weekly cycle

• Work with the eCommerce team to translate customer asks into website improvements — better FAQs, clearer product descriptions, improved navigation, more informational and educational content
• Feed patterns and pain points to the store and events teams so that staff SOPs, briefing documents, and on-ground processes can be continuously refined
• Collaborate with the Content & Social Lead to ensure that content addresses the questions customers are actually asking

• 2–4 years of experience in community management, customer experience, or social media — ideally in a retail, fashion, or lifestyle brand
• Exceptional written communication in English; fluency in Hindi is a strong advantage given our customer base
• Naturally warm, patient, and brand-conscious — you understand that every reply is a brand impression
• Highly organised — able to manage multiple conversations simultaneously without dropping the ball
• Analytical mindset — you don't just respond to queries, you look for what they collectively tell you
• Comfortable with WhatsApp Business, Meta Business Suite, and basic reporting tools
• An eye for jewelry or an appreciation for the category is a genuine plus

• Experience working in a D2C or omnichannel brand environment
• Familiarity with CRM or helpdesk tools 
• Basic understanding of the sales funnel and conversion principles

Most brands treat community management as a reactive function — someone who replies to comments and closes tickets. We see it differently. The person in this role sits at the richest source of unfiltered customer intelligence in the business. Done well, this role makes the website clearer, the stores better briefed, and the shows more effective — all from listening carefully to what customers are already telling us.