JOB DETAILS:

Marketing Associate - Community Management at Numida

Key Responsibilities

Community Building & Engagement

• • Build and nurture communities of like-minded MSME customers across Uganda, Kenya, and expanding markets.
  • Develop and execute community engagement strategies that align with our "felt value" approach.
  • Create personalised community experiences that make members feel heard, valued, and supported.
  • Facilitate peer-to-peer learning and business networking opportunities within our customer base.
  • Design and implement retention programs focused on repeat customers and community loyalty (in conjunction with the Growth Manager).

Customer Experience & Support

• Champion the customer voice across all organisational levels, escalating anti-consumer practices when identified.
• Develop and manage feedback collection systems and community insights.
• Transform customer insights into actionable recommendations for product and service improvements.
• Coordinate campaigns to reach out to customers without a sales agenda.
• Help develop and ensure a consistent brand voice across all community touchpoints and communications.

Content & Communication

• Create engaging, localized content that resonates with MSME entrepreneurs in local languages and cultural contexts.
• Develop personalized messaging strategies that speak to different customer segments and their unique challenges.
• Leverage social media, WhatsApp, and other preferred customer channels for community engagement.
• Collaborate with the marketing team on storytelling to ensure cohesive, human-centered narratives.
• Create educational content that helps MSMEs grow their businesses and understand financial products.

Data & Analytics

• • Track and analyze community engagement metrics including retention rates, participation levels, and customer satisfaction.
  • Implement rapid improvement cycles with data-driven decision making (2-week cycle targets).
  • Monitor and report on community health indicators and churn risk factors.
  • Collaborate with the data team to develop predictive models for community engagement and retention.

Cross-functional Collaboration

• Partner with Marketing & Sales teams on customer acquisition and retention strategies.
• Work closely with Product teams to communicate customer needs and feature requests.
• Collaborate with Operations to ensure seamless customer experience delivery.

Required Qualifications

Education & Experience

• Bachelor's degree in Marketing, Communications, Business, or related field.
• 3-5 years of experience in community management, customer success, or digital marketing.
• Preferred: Experience in fintech, financial services, or MSME-focused organizations.
• Preferred: Experience working in East African markets.

Technical Skills

• Proficiency in social media management platforms and community tools.
• Experience with WhatsApp Business and messaging platforms.
• Basic understanding of analytics tools (Google Analytics, social media insights).
• AI proficiency required: Must be able to leverage AI tools to 2-3x productivity (not just ChatGPT).
• Experience with customer feedback tools and NPS platforms.

Language & Cultural Skills

• Fluency in English required.
• Preferred: Additional local languages (Luganda).
• Deep understanding of East African MSME ecosystem and cultural nuances.
• Ability to communicate in local slang and understand regional business practices.

Personal Attributes

• Exceptional empathy - ability to understand that customers are emotional, have real problems, and aspirations.
• Customer-obsessed mindset with genuine passion for helping small businesses succeed.
• Cultural sensitivity and ability to create inclusive community spaces.
• Creative problem-solving skills with ability to think outside traditional approaches.
• Resilience and adaptability in a fast-paced, evolving market environment.

Success Metrics

Primary KPIs

• Community engagement rates (active participation, retention, satisfaction scores).
• Customer NPS scores and feedback quality.
• Repeat customer conversion and community-driven referrals.
• Time-to-resolution for community issues and customer concerns.
• Content engagement metrics across all channels.

Secondary KPIs

• Community growth rate and geographic expansion success.
• Cross-selling opportunities generated through community interactions.
• Customer lifetime value improvement for community members.
• Brand sentiment and word-of-mouth referrals from community.

What We Offer

Compensation & Benefits

• Competitive salary commensurate with experience.
• Performance-based bonuses tied to community success metrics.
• Comprehensive health insurance.
• Professional development budget for community management and fintech training.

Growth Opportunities

• Direct impact on Numida's expansion across East Africa.
• Leadership development opportunities within the rapidly growing Growth Team.
• Cross-functional exposure to product, operations, and business development.
• Market expansion involvement in new country launches.

Work Environment

• Hybrid/flexible work arrangements with focus on customer-facing hours.
• Access to latest AI tools and productivity technologies.
• Rapid decision-making environment with 2-week improvement cycles.
• Customer-first culture that values empathy and innovation.

Application Requirements

To Apply, Please Submit:

1. Detailed CV highlighting relevant community management and customer experience.
2. Cover letter explaining your passion for MSME empowerment and community building.
3. Portfolio examples of successful community initiatives or customer engagement campaigns.
4. References from previous community or customer success roles.

Application Process:

1. Initial screening - CV and portfolio review.
2. Video interview - cultural fit and experience discussion.
3. Case study presentation - community strategy development for specific MSME segment.
4. Final interview - meet with Growth Team leadership and key stakeholders.