Community & Advocacy Manager

Manila - Philippines

Monthly Salary: Not Disclosed

Experience Required: 2years

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

This is a remote position.

Were seeking an empathetic and strategic Community & Advocacy Manager to serve as the voice and champion of our customers across digital this role youll build trust foster engagement and transform customer feedback into meaningful experiences that drive both brand loyalty and product improvement. Youll be the bridge between our users and our organization managing our reputation while cultivating vibrant communities around our medical device and its health applications.

Key Responsibilities

Review & Reputation Management

Own the Trustpilot presence responding to all reviews (positive and negative) within 24 hours with thoughtful personalized responses
Develop and execute strategies to transform negative review experiences into resolution opportunities and brand advocates
Own escalated support conversations where appropriate using a mixture of phone and email channels to engage customers and remedy negative experiences
Design and implement programs to encourage satisfied customers to share positive reviews (e.g. post-purchase email campaigns in-app prompts customer success check-ins)
Analyze review data to identify trends pain points and opportunities for product/service improvements

Social Media Community Management

Monitor and respond to customer inquiries comments and mentions across all social media platforms (Facebook Instagram TikTok)
Maintain brand voice while providing timely empathetic and accurate responses to customer questions and concerns
Escalate urgent customer issues and adverse events to appropriate internal teams following medical device reporting protocols
Create and maintain response templates and guidelines that balance warmth with regulatory compliance

Emerging Community Management

Build and moderate presence on emerging platforms like Reddit Discord and niche health communities
Develop platform-specific engagement strategies that align with each communitys culture and norms

Cross-Functional Collaboration

Partner with Customer Support to ensure seamless escalation and resolution of community-raised issues
Work with Marketing to align community strategies with broader brand campaigns and messaging
Support Regulatory/Compliance teams to ensure all community communications meet healthcare marketing requirements
Coordinate with Clinical/Medical Affairs on health-related inquiries requiring professional oversight

Required Skills:

Key Responsibilities Review & Reputation Management Own the Trustpilot presence responding to all reviews (positive and negative) within 24 hours with thoughtful personalized responses Develop and execute strategies to transform negative review experiences into resolution opportunities and brand advocates Own escalated support conversations where appropriate using a mixture of phone and email channels to engage customers and remedy negative experiences Design and implement programs to encourage satisfied customers to share positive reviews (e.g. post-purchase email campaigns in-app prompts customer success check-ins) Analyze review data to identify trends pain points and opportunities for product/service improvements Social Media Community Management Monitor and respond to customer inquiries comments and mentions across all social media platforms (Facebook Instagram TikTok) Maintain brand voice while providing timely empathetic and accurate responses to customer questions and concerns Escalate urgent customer issues and adverse events to appropriate internal teams following medical device reporting protocols Create and maintain response templates and guidelines that balance warmth with regulatory compliance Emerging Community Management Build and moderate presence on emerging platforms like Reddit Discord and niche health communities Develop platform-specific engagement strategies that align with each communitys culture and norms Cross-Functional Collaboration Partner with Customer Support to ensure seamless escalation and resolution of community-raised issues Work with Marketing to align community strategies with broader brand campaigns and messaging Support Regulatory/Compliance teams to ensure all community communications meet healthcare marketing requirements Coordinate with Clinical/Medical Affairs on health-related inquiries requiring professional oversight

This is a remote position.Were seeking an empathetic and strategic Community & Advocacy Manager to serve as the voice and champion of our customers across digital this role youll build trust foster engagement and transform customer feedback into meaningful experiences that drive both brand loyal...