The Community Management Lead is responsible for developing and overseeing the strategic direction and execution of initiatives to engage, grow, and retain the EPIC Community (a combination of urban and rural volunteers inclusive of activated Orang Asli). The role involves designing growth pathways, ensuring a meaningful volunteer experience, and actively managing community interactions, insights, and events. This position will collaborate with internal teams to ensure that EPIC’s goals and values are integrated into community programs, with a strong focus on members’ growth, development, and retention.
Responsibilities
Growth Pathway Design
Define Milestones and Behaviours: define and translate the qualities and values of an “EPIC Person” into measurable milestones that can be integrated into all community pathways. Identify the intended behaviours and significant growth milestones that align with Epic’s overarching goals, ensuring these are clear, actionable, and aligned with member development.
Design Volunteer Service Pathways: Work closely with internal teams to develop structured, meaningful volunteer service pathways that contribute to Epic’s objectives while offering personal growth opportunities for community members.
Community Structure & Order: Ensure that the hierarchy structure within the community provides clarity and order when applied to specific missions or goals. The hierarchy should facilitate growth without being restrictive or overly complex.
Ensure Clear Progression: Design and maintain clear pathways for progression within ranks, ensuring they inspire meaning, fulfilment, and excitement for all community members.
Communication of Pathways: Effectively communicate these growth pathways to the Epic Community, ensuring they are easily understood, motivating, and actionable for members at all levels.
Community Engagement & Management
Community Database Management: Oversee and maintain the Epic Community Database, ensuring that all member data is updated, accurate, and accessible for engagement and tracking purposes.
Data Insights & Metrics Tracking: Determine the most relevant data, insights, and metrics for community engagement (e.g., training completed, missions accomplished, volunteer growth). Regularly monitor, track, and report on these metrics to gauge progress and adjust strategies as necessary.
Growth & Recruitment: Actively drive recruitment and growth by pushing mission opportunities, volunteer roles, and engagement opportunities to the Epic Community. Ensure the community is aware of new and ongoing opportunities.
Facilitate Active (Re)Service & Engagement: Foster a culture of service and continuous growth within the Epic Community by:Initiating and encouraging community-driven events and gatherings (online and offline).
Developing and implementing rewards and incentive programs to recognize and motivate active participation.
Creating and managing perks and privileges for community members to enhance their experience and increase retention.
Promote Community Interaction: Actively encourage peer-to-peer support, collaboration, and sharing of experiences to build a strong sense of community and mutual growth.
Digital Engagement & Platform Support: Assist in the digitization of community activities, including developing and supporting the use of the Sedunia platform to enhance engagement, event coordination, and content delivery.
Cross-Team Collaboration: Work closely with cross-functional teams, including marketing, volunteer management, and content development, to ensure alignment of community-building strategies with overall organizational goals.
Strategic Input & Feedback Loop: Act as a thought leader in community development, offering strategic insights based on community feedback, engagement trends, and performance data to continually refine community programs and initiatives.
Advocate for Community Needs: Serve as the primary advocate for the Epic Community within the organization, ensuring their needs, concerns, and ideas are represented in strategic planning and decision-making processes.
4. Event Planning
Organise Community Events: Initiate, plan and oversee community events with the Events Team, both virtual and in-person, aimed at building relationships, fostering engagement, and promoting Epic’s mission.
Event Marketing & Promotion: Develop and implement strategies with the Marketing Team to promote community events effectively across various platforms, ensuring maximum participation and engagement.
Post-Event Analysis: Conduct post-event analysis to measure success, gather feedback, and identify areas for improvement in future community activities.
Requirements
Experience in Community Building & Management: Proven experience in community management, volunteer engagement, or similar roles, with a track record of successfully growing and nurturing online and offline communities.
Leadership & Strategic Vision: Strong leadership skills with the ability to develop and execute strategic plans, define growth pathways, and inspire a large and diverse community.
Strong Communication Skills: Excellent written and verbal communication skills, with the ability to engage and motivate a wide range of community members through clear, concise messaging.
Data-Driven Decision Making: Comfortable working with data to track community performance, identify trends, and adjust strategies accordingly. Proficiency in data analysis tools is a plus.
Event Management Expertise: Experience planning and executing successful events, both online and offline, with the ability to manage logistics, promotion, and post-event follow-up.
Collaborative Mindset: Ability to work effectively with cross-functional teams, including content creators, marketing, and volunteer management departments.
Tech-Savvy: Familiarity with community management platforms, digital tools, and social media platforms. Experience with Sedunia (or similar platforms) is a plus.
Problem-Solving & Innovation: Strong ability to think creatively to overcome challenges, develop new ideas, and find solutions to enhance community engagement and growth.
Multi-lingual and Culturally Adaptive: Ability to connect or understand how to communicate with people from different backgrounds. Use of English and Malay is a must and other languages will be a bonus.
