Senior Community Manager

Senior Community Manager

Location:

New York, NY (Hybrid, 4x Week In-Office)

Reporting to:

Senior Director of Consumer Advocacy & Engagement

Department:

Community (Marketing)

About the Role:

Community is part of how Bubble builds its products and its business. Our ambassadors test products, help name launches, share honest feedback, create content and introduce their friends to Bubble. We want every member to feel heard, supported and excited to participate.

We’re looking for a Senior Community Manager to lead the day-to-day operation and growth of our global ambassador program. You’ll manage 4 direct reports, turn our community strategy into consistent execution, and take accountability for member activation, retention, content and advocacy. You’ll work closely with our Senior Director and cross-functional partners to make the program better for members and more valuable to the business.

This is a hands-on leadership role. You should be as comfortable building a retention plan and coaching your team as you are speaking with a frustrated member, fixing a broken rewards process or hosting a community session. The focus is our ambassador program, rather than management of Bubble’s main social accounts or paid influencer campaigns.

Key Responsibilities:

• Member experience and program operations
• Own the member journey from application and onboarding through ongoing participation, VIP recognition and reactivation. Identify where members drop off and fix the reasons they leave.
• Oversee SocialLadder, welcome challenges, points, rewards and weekly drops. Partner with Operations and platform providers to keep gifts and rewards available across markets and resolve login, claiming and fulfillment issues.
• Set and maintain service standards for applications, submissions, member replies and reward issues. Monitor queues daily, assign clear owners and escalate problems before they grow.
• Team leadership and accountability
• Manage and develop 3 direct reports across onboarding and rewards, VIPs and events, and chats and insights. Set priorities, deadlines and measurable goals, with backup coverage for every area.
• Coordinate the support team and interns, build clear workflows and training, and stay close enough to the work to identify gaps and help resolve them.
• Participation and lasting relationships
• Build a varied challenge calendar that makes participation accessible and rewarding, including content creation, product feedback, retail activity and community connection.
• Lead segmented communications, active community chats, recognition and personal outreach. Develop VIP relationships and win-back journeys that give members a meaningful reason to return.
• Events and campus programs
• Own the calendar and execution of virtual sessions, creator workshops, local meetups and campus activations. Build toward 5–10 in-person events per month through the team, local ambassadors and partners.
• Develop campus rep playbooks and support member-led events with clear briefs, logistics and follow-up. Track attendance, member feedback and participation after each activation.
• Community content and business impact
• Partner with Social, Creative, Influencer and Commercial teams to activate ambassadors around launches, retailer moments and campaigns. Create clear briefs that encourage useful, authentic content.
• Identify emerging creators for the Influencer team, coordinate content permissions, and track approved videos, retailer-specific participation and member-code sales.
• Bring member voices into product development through testing, naming panels and feedback sessions. Deliver weekly audience and cultural insights to Product and Marketing, and tell members how their input shaped decisions.
• Trust and responsible program management
• Ensure age-appropriate participation, parental consent, moderation and escalation processes are followed. Build a welcoming environment across markets and respond quickly to sensitive member concerns.
• Manage rewards, gifting and event spend within approved budgets. Coordinate inventory and fulfillment, track costs and improve the value delivered to members and the business.
• Reporting and continuous improvement
• Own a weekly performance report covering active members, onboarding completion, retention, reactivation, approved content, member-code sales, service levels and spend.
• Explain what is working, what is falling short and what the team will change. Use member feedback and cohort data to test improvements and follow through on results.
• Who You Are: 5–8 years of relevant experience in community or ambassador programs within beauty or consumer brands, including direct ownership of an ongoing member program.
• At least 2 years managing direct reports, with clear examples of improving team execution and developing people.
• Demonstrated results improving activation, retention, participation or advocacy in a community at scale. Experience rebuilding an underperforming program is especially valuable.
• Hands-on experience with community platforms such as SocialLadder, CRM and email tools, rewards workflows and reporting. You can turn data into practical decisions.
• Strong understanding of Gen Z and younger skincare consumers, with sound judgment around youth communities, moderation and age-appropriate experiences.
• Warm, clear communication and strong relationship skills. You listen carefully, welcome honest feedback and handle difficult conversations with care.
• Excellent operational follow-through, budget discipline and event execution. You notice

What Success Looks Like:

Members complete onboarding, receive the rewards they earn and keep coming back. Participation and useful content grow, lapsed members return, and member insights shape decisions. The team delivers a consistent calendar, resolves issues within agreed timelines and can clearly show its impact while staying within budget.

problems early, take ownership and work across teams to get them resolved.