Social Community & Relationships Manager

ABOUT THE BABY ACADEMY

The Baby Academy is the leading organization dedicated to live, online, evidence-based prenatal and postpartum education and support in the U.S. Taught by certified nurse-midwives who are engaging, world-class instructors, we deliver structured, insurance-covered courses that extend and augment the support provided by primary clinical teams. We exist to turn early parenting overwhelm into self-assured competence, improving real-world outcomes for parents, health systems, and payers alike.

At the same time, we are investing in a more sophisticated organic growth capability. This role will help translate that investment into something equally important: a highly engaged community of parents, advocates, creators, and customers who know, trust, recommend, and actively participate in The Baby Academy.

OVERVIEW

We are looking for an exceptional Social Community & Relationships Manager to develop, build, and own how The Baby Academy creates relationships with people across social media and online communities.

This role will develop and own the systems that turn individual interactions into scalable growth: community engagement, UGC and testimonial programs, creator and advocate relationships, proactive engagement, Reddit and community strategies, reviews, referrals, social listening, customer intelligence, and Surprise & Delight.

Our ultimate measure of success is not how many comments we respond to. It is whether those conversations build trust, create advocacy, generate meaningful customer intelligence, grow our audience, and move more Moms to take action, particularly registering for our classes

REPORTS TO: Director of Audience Growth

KEY PARTNER: Social Content Manager

ROLE TYPE: Full-Time

SALARY: $90K-$110K

LOCATION:

330 N Wabash Ave, Chicago, IL 60611, United States

Hybrid role with an expectation of 3 days in the office per week (Chicago).

KEY RESPONSIBILITIES

Community Engagement & Relationship Building

• Develop, build, and own The Baby Academy’s community engagement and relationship strategy across Instagram, Facebook, TikTok, YouTube, Reddit, and other relevant social platforms.
• Own the day-to-day execution of that strategy, ensuring comments, direct messages, mentions, and conversations are handled with speed, empathy, personality, and strong judgment.
• Go beyond reactive community management by proactively finding relevant conversations where The Baby Academy can add genuine value.
• Personally engage in high-value relationships and conversations where direct involvement can create outsized impact, while developing systems that allow relationship-building to scale beyond one-to-one engagement..
• Build and maintain community management processes, playbooks, and response matrices across social and online communities, including approved response approaches, tone and voice guidance, FAQs, escalation paths, clinical review requirements, and protocols for sensitive or high-risk conversations.
• Develop scalable workflows for community response management, including tagging, routing, ownership, approvals, response timelines, and documentation so the program can grow without sacrificing accuracy, empathy, or speed.
• Partner with Certified Nurse-Midwives and internal stakeholders to build an expert-response framework, identifying which questions can be answered directly by the Social Relationships team and which require clinical, customer experience, legal, or leadership input.

Customer Intelligence & Voice of the Community

• Become one of The Baby Academy’s strongest internal experts on what expectant and new Moms are talking about, asking, worrying about, misunderstanding, searching for, responding to, and sharing with one another online.
• Develop and own a systematic approach for collecting, categorizing, analyzing, and synthesizing customer and community intelligence from social conversations.
• Translate community intelligence into clear, actionable recommendations for Social Content, Lifecycle Marketing, Paid Media, Curriculum, Customer Experience, Brand, Partnerships, and the broader business.
• Establish regular feedback loops that ensure the voice of the customer becomes an active input into marketing, content, education, and business decisions.

Proactive Social Engagement & Social Listening

• Develop, build, and own a proactive engagement engine that expands The Baby Academy’s presence beyond our owned posts and profiles.
• Identify relevant conversations from expecting Moms, new parents, creators, healthcare professionals, parenting brands, and cultural moments where The Baby Academy can participate naturally.

Reddit, Facebook Groups & Online Communities

• Develop, build, own, and continuously evolve The Baby Academy’s strategy for participating in communities where expecting and new parents are already seeking information and advice.
• Establish and grow a credible presence on Reddit by identifying relevant conversations and providing genuinely useful, transparent, non-promotional contributions.
• Develop and own The Baby Academy’s approach to Facebook Groups, creating opportunities to build deeper trust and relationships with expecting parents and new families.

UGC, Testimonials & Brand Advocacy

• Develop and own a scalable program for identifying, requesting, collecting, organizing, and activating user-generated content and testimonials.
• Develop and own clear UGC permission and usage processes so strong customer stories can be repurposed across owned social, paid media, lifecycle marketing, the website, and other channels.
• Develop and own programs that encourage class attendees and engaged community members to become long-term advocates through reviews, testimonials, referrals, social content, and word of mouth.

Creator, Influencer & Advocate Relationships

• Develop and own the relationship strategy for The Baby Academy’s creator, influencer, ambassador, and advocate ecosystem in partnership with the Director of Audience Growth and Social Content & Growth Manager.
• Identify creators whose audience, life stage, credibility, voice, and content style naturally align with pregnancy, postpartum, parenting, women’s health, and The Baby Academy.

Reviews, Reputation & Customer Trust

• Develop and own The Baby Academy’s strategy for generating high-quality customer reviews and testimonials from class attendees.
• Monitor social conversations, reviews, and community feedback to identify emerging reputation issues, misinformation, recurring concerns, and opportunities for education.

Surprise & Delight

• Develop, build, and own The Baby Academy’s Surprise & Delight strategy and program, creating memorable moments for expectant Moms, new parents, advocates, creators, and highly engaged community members.
• Use community engagement and social listening to identify meaningful life moments, milestones, challenges, and opportunities where The Baby Academy can show up unexpectedly.

Performance & Relationship-Led Growth

• Own reporting for the Social Relationships function and establish clear benchmarks for programs that are new or evolving.
• Move beyond activity metrics by identifying which relationship-building efforts actually create measurable customer and business outcomes.
• Develop structured tests across proactive engagement, community participation, calls to action, UGC asks, creator outreach, reviews, advocacy programs, and relationship-building initiatives.
• Share clear recommendations with marketing leadership about what to scale, stop, test, or change.

Cross-Functional Collaboration

• Work closely with Audience Growth, Social Content, Creative, Lifecycle, Paid Media, Partnerships, Clinical, Curriculum, Customer Experience, and external agency teams.
• Partner closely with the Social Content & Growth Manager, using community insights to inform what we create and using new content as an opportunity to start conversations.
• Work with Certified Nurse-Midwives and clinical stakeholders to ensure educational conversations are accurate and appropriately reviewed.
• Establish systematic feedback loops that bring customer and community intelligence into Lifecycle, Paid Media, Curriculum, Customer Experience, Content, Brand, and broader business decision-making.

REQUIRED QUALIFICATIONS

• 4+ years of experience in community management, social media, influencer marketing, creator partnerships, customer engagement, brand advocacy, or a related discipline.
• Proven experience building or significantly evolving community, social engagement, customer advocacy, or relationship programs, not simply executing an established playbook.
• Demonstrated experience developing, owning, and optimizing proactive community engagement strategies rather than solely responding to inbound comments and messages.
• Experience with creator, influencer, ambassador, UGC, advocacy, or customer testimonial programs.
• Strong understanding of social platforms and online communities including Instagram, TikTok, Facebook, Reddit, and YouTube.
• Strong understanding of U.S. social media culture, digital communities, creator trends, online language, and the cultural context surrounding pregnancy, parenting, and consumer behavior.
• Excellent writing and communication skills, with the ability to sound human, empathetic, useful, and distinctly on-brand in one-to-one conversations.
• Strong judgment and the ability to recognize when a conversation represents a customer-service issue, clinical question, reputational risk, growth opportunity, creator opportunity, customer insight, or potential advocate.
• Strong analytical ability and experience translating community activity and qualitative customer conversations into measurable insights, recommendations, and business outcomes.
• Bachelor’s degree in Marketing, Communications, Public Relations, Journalism, or a related field preferred, or equivalent practical experience.

The Baby Academy is an equal opportunity employer. We value sound judgment, curiosity, ownership, empathy, creativity, collaboration, and a strong commitment to protecting customer trust.