Community Manager

Job Description:

Community Manager

Franklin, TN

On-site

The Community Manager is a key part of the transformational journey to data driven brand building with the aim to transform the way we connect with the pet parents; and build relationships with them at the heart of everything we do.

The Community Manager owns the ongoing, relational layer of brand presence – the people who care about the brand, talk to each other about it, and expect to be heard by the brand. The job is to build, nurture, and sustain an actual community around the brand – they’re members, not audiences.

What are we looking for?

• Bachelor’s degree required

• 3+ years in community management, social engagement, or a closely related role; brand-side or agency-side experience valuable

• CPG experience valuable – pet care, food, or comparable categories where consumers form genuine affinity around brands most relevant.

• Demonstrated experience building or sustaining an actual community, not just running a brand channel.

• Experience with community-native platforms including Reddit, branded forums – alongside mainstream social.

• Strong presentation skills

• Experience managing conflict, moderation, and crisis moments in public-facing community spaces.

• Working knowledge of UGC rights and the legal frameworks around community content.

What would be your key responsibilities?

Community Strategy

• Defines what community means for the brand: who belongs, why they gather, where they gather, and what value the brand provides that makes the community worth joining.

Platform Stewardship

• Runs the spaces where community happens – owned (branded platforms, ambassador programs, forums, Facebook Groups, etc.) and earned (Reddit threads, fan accounts, niche communities where the brand shows up as a guest).

Conversation & Engagement

• Actively participates in community conversation; responds, asks, listens

• Maintains relationships with super-fans, frequent contributors, and the people who shape the broader conversation

• Seeks out conversation – finds relevant conversations to join and contribute to, driving off-page engagement and creating brand relevancy in trending and everyday moments.

Moderation & Safety ​

• Enforces community guidelines; manages conflict, harmful content, and bad actors; partners with legal and Corporate Affairs on escalations

• Create and monitor social listening dashboards to understand relevant conversation about our brands and deliver insights to stakeholders.

• Acts as a steward of brand reputation, ensuring content that may create risk for the brand is flagged and escalated following the appropriate paths

Content Curation & Posting

• Ensuring content is posted in alignment with content calendars, including managing influencer collab requests, using Sprinklr (or similar) scheduling platform. Acts with agility and flexibility for evolving content calendars.

• Delivers thought leadership for optimal posting days/times, recommendations for content curation, feedback loop for insights on performance and community response.

Insight Feedback Loop

• Surfaces what the community is saying, asking, and commenting about back to the brand, product, and innovation teams using clear and insightful reporting that delivers actionable feedback.

• Treats the community as a live focus group when it warrants

• Partners with Consumer Care to deliver a wholistic view of social engagement reflective of reactive and proactive engagements.

• Delivers reporting dashboards and recommendations based on insights.

Ambassador & Super-Fan Programs

• Identifies, recruits, and nurtures the community members who disproportionately shape the broader conversation.

• Partner with Influencer team and Manager, Social & Communities to define advocacy programs, including Surprise and Delight program

Crisis Response at the Community Level

• Often the first to see brand issues surface in community; partners with External Affairs and Consumer Care on approved responses and ongoing moderation

• Follows approved processes for knowledge management and escalation paths; communicates clearly, proactively, and understands responsibility of being a brand steward and guardian of reputation.

UGC Activation & Rights

• Works with legal and content operations on capturing rights to user-generated content the brand wants to amplify; tracks approved content and partners with Manager, Social & Communities to utilize it in content calendars.

Cross-Functional Partnership

• Day-to-day partner to the Manager, Social & Communities (for cultural context), the Influencer Manager & Sr. Manager (for influencer/community overlap), brand teams, Consumer Care, External Affairs and Consumer Insights.

What can you expect from Mars?

• Opportunity to bring your pet to work.

• Commitment to create a safe, healthy, and sustainable world for our partners and the communities in which we operate.

• Commitment to make A Better World For Pets™ a world where they’re healthy, happy and welcome

• Commitment to our consumers and focus on positively impacting the planet and the population.

This role is based in Franklin, TN with regular in-office collaboration expected. Flexibility is a key enabler—empowering associates to make choices that support both business outcomes and personal needs, including occasional remote work.

Mars does not sponsor visas for this role.

This position is not eligible for relocation benefits.

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