Senior Community Manager- Marketing

Novo is a rapidly growing series B fintech startup focused on empowering small businesses with modern banking solutions. The Senior Community Manager will lead community engagement across various channels, develop scalable processes, and execute community-led programs to enhance customer relationships and brand reputation.

Responsibilities:

• Manage the content calendar for Novo’s priority social and community channels, driving daily engagement, conversation quality, and customer experience
• Develop scalable processes, playbooks, and frameworks that uphold safety, trust, delight, and Novo’s distinctive brand voice
• Monitor community health, sentiment, and emerging risks, surfacing insights and opportunities for continuous improvement to the marketing team and broader business
• Demonstrate mastery of AI tools to streamline community operations, personalize engagement at scale, and accelerate content workflows
• Develop and execute community-led programs — founder spotlights, AMAs, IRL meetups, ambassador cohorts, activations — that translate Novo’s brand and product story into resonant, customer relationship-building moments
• Partner with the marketing team to integrate community into broader brand and growth campaigns, ensuring community shows up as a cohesive, always-on extension of campaign activity
• Define community KPIs (participation, sentiment, advocacy, referral) and work with Data/Analytics to track performance, using insights to pivot strategies and maximize impact
• Pilot new formats and platforms, gather learnings, and turn around go-forward plans at a steady pace
• Partner with the Creative team to maintain a high bar across all community-facing content and create work small business owners feel proud to be associated with

Requirements:

• 6–8 years of experience in community management, integrated marketing, or social/brand marketing for a consumer-facing or SMB-facing brand, ideally at scale
• Proven experience growing and engaging online communities across multiple platforms (LinkedIn, Meta, Reddit, Circle, etc.)
• Strong instincts for tone, voice, and the dynamics of online culture. Ability to translate brand strategy and guidelines into a social tone of voice and narrative that cuts through the clutter and builds positive brand reputation
• Experience with owning social listening tools and content calendar publishing