Community Engagement Manager
3 days ago
Rochester
Job DescriptionDescription: WeTheHobby is hiring a Community Engagement Manager to sit between our VIP Management team and our Social team—owning the real-time conversations that drive the hobby: comments, live chats, Discord, and in-person community moments. This is not customer support. You won’t live on help tickets. Your job is to turn attention into belonging and belonging into repeat viewing, repeat buying, and referrals. This role has autonomy to recognize, reward, and engage community members within defined guardrails, without routing through customer support for routine engagement decisions. What you’ll own You will run the “community layer” across: • Social comment sections, social DM’s & DM’s on marketplace platforms, • Live stream chat moderation (TikTok, Fanatics Live, Whatnot) for key lives, • Discord community management, • In-person community activations wherever our collectors already are, • Hobby centric social listening and UGC mining, • Launch and management of WTH reddit community, • Synchronizing the community experience across disjointed platforms to ensure a 'Single Community' feel regardless of where the member prefers to shop., • Own community-exclusive gamification strategies that reward 'Chat MVP' behaviors and bridge the gap between casual viewers and the VIP tier., • Own weekly community insight reporting: trends, recurring asks, sentiment shifts, and drop opportunities surfaced from comments, live chats, Discord, and Reddit—feeding directly into Live Ops, VIP, and Merch decisions., • Identify, build, and manage relationships with relevant creators, breakers, collectors, and community leaders—online and in-person—to extend WTH’s reach, credibility, and community presence across platforms and events.How this role fits in the org, • Works daily with VIP Managers to amplify relationships, moments, and recognition for top collectors and identify and elevate emerging collectors toward VIP consideration, • Works daily with Social (Content, Paid, CRM) to translate content into conversation (and conversation into content), • Collaborates with Live Ops / Talent / Hosts to keep streams high-energy, safe, and conversion-friendly, • Partners with Social and Live Ops to activate creator relationships across content, lives, drops, and community programming.How success is measured, • Returning chat participant rate on lives, • Discord community growth, active users, engagement and post velocity, • Proactive chat support on platforms driving net new revenue, • Comment response time + engagement depth, • Partner/community amplification moments per monthCore responsibilitiesComment strategy that drives reach + loyalty, • Own daily engagement across TikTok/IG/YouTube/X: replies, pins, questions, thread steering, • Develop a repeatable “comment playbook” for launches, drops, and big pulls, • Proactively comment on partner pages (brands, creators, shows, hobby accounts) to increase reach and relationship depth, • Escalate reputational risks quickly; de-escalate calmly and professionally, • Study competitor communities and bring insights back to implement for our team Live stream moderation (TikTok / Fanatics Live / Whatnot), • Moderate chat in real time: enforce rules, remove toxicity, keep momentum high, • Drive “guided attention”: remind viewers what’s happening, what’s next, where to bid/buy, how to participate, • Coordinate with hosts: timing callouts, pinned messages, giveaways, hype moments, • Provide post-live engagement feedback to hosts and Live Ops, including chat sentiment, engagement peaks, friction points, and optimization suggestions.Discord ownership, • Manage channels, roles, rules, events, and announcements, • Program weekly community moments (AMA, drop alerts, collector spotlights, “best pulls” threads), • Build a moderation system and culture that feels fun, fair, and high-trust Hobby ecosystem networking (platform + community leaders), • Build and maintain relationships inside the Whatnot/Fanatics Live ecosystem (community figures, operators, partner accounts), • Identify collaboration opportunities (co-streams, event meetups, partner drops), • Be our “friendly connective tissue” across the hobby—online and offline Creator & Community Partnerships, • Represent WTH at the events that matter (shows, hobby meetups, conventions), • Run lightweight activations: meetups, VIP moments, content capture coordination, community onboarding, • Proactively connect with creators, breakers, and community leaders at events to build authentic relationships, explore collaboration opportunities, and strengthen WTH’s presence within the hobby., • Coordinate creator-led moments at events (meetups, co-streams, appearances, content capture) and translate those relationships into ongoing online engagement and community growth., • Turn IRL moments into online momentum (recaps, shoutouts, community highlights)Requirements:, • You care deeply and are well versed in all things hobby (sports cards/collectibles), • 1+ years in community management, social engagement, or live chat moderation (marketplace/live commerce experience is a plus), • You live inside TikTok/IG/YouTube comment culture and know how to sound human at scale, • Discord fluency (roles, channels, moderation tools, community programming), • Strong judgment: you know when to joke, when to redirect, and when to shut it down, • Some travel for events to be expected, less than 10% In accordance with applicable Federal and State laws, the anticipated pre-commission salary for this position based upon location in Rochester, NY, and experience is $65,000 - $75,000 annually. To comply with Federal law, WeTheHobby participates in E-Verify. All newly hired employees are verified through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to confirm their identity and employment eligibility.