Community Builder

<p><strong>Location: </strong> Gurgaon-Sector 74 </p><p><strong>Days of Working </strong>- 6 Days </p><p><strong>Company: </strong> CitizenEarth </p><p><strong>Employment Type: </strong> Full-Time </p><p><br /></p><p><strong>About CitizenEarth </strong> </p><p>CitizenEarth is a premium sustainable lifestyle brand born from climate expeditions to Antarctica and the Arctic. Through apparel, accessories, stories, films, and experiences, we exist to rekindle humanity's connection with nature. </p><p>Beyond products, CitizenEarth is building a global community of explorers, creators, scientists, artists, entrepreneurs, and changemakers who believe in a more connected relationship between people and the planet. </p><p><br /></p><p><strong>Role Overview </strong> </p><p>The Customer &amp; Community Executive will be responsible for creating exceptional experiences across every stage of the CitizenEarth journey — from first interaction to long-term community engagement. </p><p>This role combines customer experience, relationship management, operations, events, and community building to ensure every interaction reflects the warmth, thoughtfulness, and premium experience that defines CitizenEarth. </p><p><br /></p><p>One of the most important responsibilities of this role will be to help build CitizenEarth's global community from the ground up. </p><p><br /></p><p>You will be responsible for designing, launching, and scaling initiatives that transform customers, supporters, creators, and collaborators into an engaged and connected global community. </p><p>We are looking for someone entrepreneurial, creative, and deeply curious about human connection and community building who will act as the bridge between our brand and our community. </p><p><br /></p><p><strong>Key Responsibilities </strong> </p><p><strong>1. Customer Experience Management </strong> </p><p>Manage all customer communication channels including: </p><ul><li>Email </li><li>WhatsApp </li><li>Instagram DMs </li><li>Website chat </li><li>Phone calls </li><li>Deliver timely, thoughtful, and personalized customer support. </li><li>Resolve customer issues efficiently while maintaining a premium brand experience. </li><li>Handle inquiries related to: </li><li>Products </li><li>Sizing </li><li>Materials </li><li>Sustainability credentials </li><li>Shipping and delivery </li><li>Exchanges </li><li>International orders </li><li>Ensure all customer interactions meet defined service standards and response timelines. </li> </ul><p><br /></p><p><strong>2. Community Building </strong> </p><p>Support the growth and engagement of the CitizenEarth community through: </p><ul><li>Community onboarding initiatives. </li><li>Member engagement activities. </li><li>Welcome journeys for new community members. </li><li>Relationship management with ambassadors, creators, explorers, and collaborators. </li><li>Encouraging meaningful conversations across digital platforms. </li> </ul><p><br /></p><p><strong>3. Community Operations </strong> </p><ul><li>Maintain community databases and CRM records. </li><li>Track member participation and engagement. </li><li>Support the management of: </li><li>Community newsletters </li><li>Community updates </li><li>Invitations and registrations </li><li>Membership initiatives </li><li>Ensure accurate records of community interactions and partnerships. </li> </ul><p><br /></p><p><strong>4. Events and Experiences </strong> </p><p>Support planning and execution of all CE events and experiences. </p><p>Responsibilities include: </p><ul><li>Participant communication </li><li>Registrations </li><li>Event logistics </li><li>Vendor coordination </li><li>Guest experience management </li><li>Post-event feedback collection </li> </ul><p><br /></p><p><strong>5. Community Partnerships </strong> </p><ul><li>Assist in managing relationships with key opinion leaders, influencers etc. </li><li>Support outreach and partnership execution. </li><li>Coordinate gifting and partnership logistics where required. </li> </ul><p><br /></p><p><strong>6. Customer Insights and Feedback </strong> </p><ul><li>Capture customer feedback and community insights. </li><li>Identify recurring questions and improvement opportunities. </li><li>Share customer insights with product, marketing, and operations teams. </li><li>Help improve products and experiences based on customer feedback. </li> </ul><p><br /></p><p><strong>7. Brand Representation </strong> </p><p>Act as a brand ambassador in every interaction. </p><p>Ensure all communication reflects CitizenEarth's values of: </p><ul><li>Curiosity </li><li>Exploration </li><li>Optimism </li><li>Responsibility </li><li>Thoughtfulness </li><li>Respect for people and planet </li> </ul><p><br /></p><p><strong>8. CRM and Reporting </strong> </p><p>Maintain and report on: </p><p><strong>Customer Metrics </strong> </p><ul><li>Response times </li><li>Resolution times </li><li>Customer satisfaction </li><li>Repeat purchase rates </li><li>Customer retention </li><li>Exchange rates </li> </ul><p>Prepare regular reports and recommendations for improvement. </p><p><br /></p><p><strong>9. Cross-Functional Collaboration </strong> </p><p>Work closely with: </p><ul><li>Founder and Leadership Team </li><li>Marketing Team </li><li>E-Commerce Team </li><li>Operations Team </li><li>Logistics Partners </li><li>Content Team </li><li>Community Partners </li><li>External Vendors </li> </ul><p><br /></p><p><strong>Required Experience </strong> </p><ul><li>2–5 years of experience in customer experience, customer success, hospitality, community management, or relationship management roles. </li><li>Experience in premium, luxury, fashion, lifestyle, hospitality, or consumer brands preferred. </li><li>Experience managing customer communication across multiple channels. </li><li>Experience with events, communities, or memberships is highly desirable. </li> </ul><p><br /></p><p><strong>Technical Skills </strong> </p><p>Preferred experience with: </p><ul><li>Shopify </li><li>CRM platforms </li><li>WhatsApp Business </li><li>Google Workspace </li><li>Microsoft Excel </li><li>Customer support tools </li><li>Community management platforms </li><li>Event management tools </li> </ul><p><br /></p><p><strong>Desired Attributes </strong> </p><p>We are looking for someone who is: </p><ul><li>Exceptionally warm and people-oriented. </li><li>A strong communicator with excellent written and verbal skills. </li><li>Highly organized and detail-oriented. </li><li>Calm under pressure and solutions-focused. </li><li>Comfortable managing multiple conversations and priorities simultaneously. </li><li>Proactive and self-driven. </li><li>Passionate about building relationships and communities. </li><li>Interested in sustainability, exploration, design, and storytelling. </li><li>Able to represent a premium brand with professionalism and empathy. </li> </ul>