Community Manager

Company Overview

Ernest is a space that supports all facets of eCommerce. It’s a co-warehousing space , which is sort of like co-working, but in warehouse form. It’s a space that allows people to outgrow the garage and work in a small warehouse space of their own in concert with other entrepreneurs. We are also a full service boutique fulfillment and 3PL center. Our mission is to grow businesses and help Asheville area entrepreneurs scale. Our core values are integrity, initiative, sense of community, and customer focus. We pride ourselves on being resourceful and flexible. We are a small team with a high trust factor.

A big part of what makes this work as a business incubator and collaborative, supportive space is the community. We’re looking for someone to help us build, grow, and nurture a community by creating content, fostering engagement, and acting as a liaison for our members. Key responsibilities include managing social media, responding to customer feedback, creating and managing programming, meeting member needs, and analyzing community metrics to inform strategy.

The goal is to build brand loyalty, trust, and position Ernest as the eCommerce headquarters through consistent and authentic communication.

Core responsibilities

• Community building: Develop and implement strategies to engage and grow a community across platforms like social media, forums, and other outlets.
• Content creation and management of online presence: Produce and curate content, such as social media posts, articles, and videos, to keep the community informed and engaged.
• Engagement and moderation: Actively interact with community members, respond to comments and questions, and moderate discussions to ensure a positive and inclusive environment.
• Internal collaboration: Work with admin, customer service, and warehouse teams to share community feedback, ensure brand consistency, and align on campaigns.
• Performance analysis: Monitor and analyze community metrics and engagement data to evaluate performance and optimize strategies.
• Brand advocacy: Identify and cultivate relationships with community advocates, influencers, and brand ambassadors.
• Be a part of determining needs and offerings: Help us meet the needs of the community and our membership with what we offer and how we help continually improve.
• Know who we are and who we serve: Have a deep understanding of the needs of our customer base, and how we meet them where they are. Be able to give a tour and identify what people really need and how we can help them grow.

Typical duties

• Monitor social media accounts for brand mentions and engage in real-time conversations.
• Respond to customer inquiries, comments, and feedback in a timely and authentic manner.
• Post marketing collateral and content across the company's online channels.
• Organize and execute virtual or in-person events, contests, and discussions.
• Conduct regular analysis of engagement rates to report on performance.
• Collaborate with design and marketing teams to create effective visual and written materials.
• Stay up-to-date on industry trends and competitor activity
• Stay aware of trends in our market and the customer base
• Give tours, keep the coffee brewing, make sure people have what they need, the wifi is working, general space comfort and function
• Administrative customer support duties as needed
• Understand the benefits of our customer online portal, give demos, and help onboard

Qualifications:

• Bachelor’s degree in Marketing, Business, Communications, or related field.
• Experience in B2B marketing and business development or brand management.
• Proven track record of driving growth through strategic marketing.
• Strong writing, storytelling, and content creation skills.
• Understanding of customer experience
• Proficiency with CRM systems, email marketing platforms, and social media tools.
• Experience in service-based and/or logistics/eCommerce industries is a plus.
• Passion for entrepreneurship, community building, and customer service excellence.
• Curiosity and attention to details a must

Job is a full-time hourly position based in Asheville, NC. Requires some physical activity, willingness to engage with others, and jump in where necessary.

• Work with two innovative brands shaping customer service and eCommerce
• Opportunity to make a measurable impact on growth and brand positioning
• Open to exploring a bonus structure based on success

Pay: $48,513.81 - $58,425.23 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person