Community Manager

Community Manager

Structure: Full-time

Location: El Segundo, CA. Hybrid, in office Tuesday, Wednesday, Thursday

Own day-to-day community engagement and help Alec's develop a distinctive, responsive brand voice across social. You are our followers' best friend: the person they hear back from, the person who notices them, and the reason a comment turns into a customer.

WHY THIS ROLE MATTERS

• People are talking to Alec's and about Alec's every day, in comments, DMs, tagged posts, and reviews. Every one of those moments is a chance to turn a stranger into a fan and a fan into a friend
• We're building social in-house, and this role is the front line: the voice people actually interact with, and the eyes and ears that tell the rest of the team what our community wants
• This requires a strong emphasis on high-volume relationship building, one reply at a time, with the kind of personality people screenshot and send to a friend
• This role also feeds the content engine: the best moments from our community become the content the whole brand runs on
• You'll work directly with the Social Media Lead and Creative Director, with real ownership from day one and a clear path to grow as the function grows

WHAT YOU'LL OWN

• Day-to-day engagement on Instagram, TikTok, Facebook: comments, DMs, mentions, and tagged posts, answered in the brand's voice in real-time
• Proactive engagement: seeking out fans, tagged content, relevant conversations, retail partners, and adjacent creators' pages, and showing up there with something worth saying. You will not wait for people to come to us
• Brand voice in practice: holding a distinctive, responsive Alec's voice in every reply, so the comments section feels like part of the brand, not a help desk with auto-AI replies
• UGC and content collection: finding, gathering, and organizing customer content, reviews, tagged posts, and community moments; securing permissions; and maintaining a library the team pulls from for social, retail, and campaigns
• Superfan cultivation: spotting repeat commenters, standout fans, and potential ambassadors, and finding the surprise-and-delight move that deepens the relationship
• Evergreen gifting execution: day-to-day outreach, seeding and gifting logistics, keeping partner relationships warm, within the strategy and budget set by the Social Media Lead
• Community moments: brainstorm giveaways, launch support, milestone celebrations, reposts, and the small rituals that make people feel part of something
• Reactive content: capturing quick, native content when the moment calls for it, from comment-reply videos to in-office and product moments, so the brand can respond in real time
• Trend spotting: flagging audios, formats, and conversations that fit the brand while they're still alive, and helping the team move on them fast
• The feedback loop: a weekly readout of recurring questions, flavor requests, retail availability issues, sentiment, and what's resonating, shared with marketing, sales, and innovation so the community shapes what we make
• Escalation judgment: knowing what to resolve on your own and what to raise immediately (quality, safety, anything PR-sensitive)

WHAT SUCCESS LOOKS LIKE

• Same-day or faster responses across every owned channel, in a voice people recognize as ours
• Negative moments regularly become positive ones: a changed mind, a repeat purchase, a thank-you reply, a piece of UGC
• A growing library of customer content that shows up in our feed, campaigns, and retail materials, with rights handled properly
• A cohort of true fans who show up for Alec's in the comments, in UGC, in real life, and at the register
• The creator program runs smoothly: partners get what they need on time, deliverables land, and Social Media Lead has clean tracking to report against
• You've created Alec's lore: moments where you went so far for a fan that it inspires the rest of the team
• Leadership hears from the community every week, in a form they can act on

WHO YOU ARE

• Our followers' best friend: warm, quick, funny when it fits, and generous with attention
• Chronically online in the useful way: you speak the language of the platforms and notice what's happening before it's a trend
• Hospitality first: you treat the comments and DMs like a dining room, not a ticket queue
• A writer with a voice: you can be playful, human, and on-brand in two sentences, a hundred times a day, with the same care on the hundredth as the first
• Community instincts: you spot the fan worth investing in and the moment worth amplifying before anyone tells you to
• Organized and self-directed: you own the queue, keep the cadence, and keep the UGC library in order without being chased
• Curious about the people behind the handles: you want to know who they are and why they love ice cream

WHAT YOU'LL BRING

• 2-5 years of hands-on community management or social engagement for a high-volume consumer brand (in-house, agency, or serious freelance)
• Excellent, adaptable writing; you're comfortable finding a brand's voice and holding it across thousands of replies
• Experience collecting and organizing UGC, including securing usage permissions
• Comfort shooting quick, native content on your phone and turning it around fast
• Familiarity with social scheduling, listening, and community management tools
• Experience supporting creator or influencer programs (outreach, seeding, tracking) is a strong plus
• Based in Los Angeles or willing to relocate; in office Tuesday through Thursday in El Segundo