Marketing Associate -Community Management job at Numida

Marketing Associate -Community Management

2025-08-09T10:19:48+00:00

FULL_TIME

Information Technology

Advertising & Marketing

2025-08-15T17:00:00+00:00

 

Uganda

8

We are seeking a dynamic and empathetic Marketing Associate - Community Manager to join our Growth team and drive our mission of expanding felt value for MSME customers across East Africa. This role is central to Numida's H2 2025 strategy of making customers "FEEL the love with every interaction" while building thriving communities of like-minded businesses.

About Numida Numida is a fintech company dedicated to serving real people, living real lives, and facing real problems. We provide personalised financial solutions to micro, small, and medium enterprises (MSMEs) across East Africa, with a focus on making our impact felt in our customers' daily lives.

Key Responsibilities

Community Building & Engagement

● Build and nurture communities of like-minded MSME customers across Uganda, Kenya, and expanding markets

● Develop and execute community engagement strategies that align with our "felt value" approach

● Create personalised community experiences that make members feel heard, valued, and supported

● Facilitate peer-to-peer learning and business networking opportunities within our customer base

● In conjunction with the Growth Manager, design and implement retention programs focused on repeat customers and community loyalty

Customer Experience & Support

● Champion the customer voice across all organisational levels, escalating anti-consumer practices when identified

● Develop and manage feedback collection systems and community insights

● Transform customer insights into actionable recommendations for product and service improvements

● Coordinate campaigns to reach out to customers without a sales agenda

● Help develop and ensure a consistent brand voice across all community touchpoints and communications

Content & Communication

● Create engaging, localized content that resonates with MSME entrepreneurs in local languages and cultural contexts

● Develop personalized messaging strategies that speak to different customer segments and their unique challenges

● Leverage social media, WhatsApp, and other preferred customer channels for community engagement

● Collaborate with marketing team on storylining to ensure cohesive, human-centered narratives

● Create educational content that helps MSMEs grow their businesses and understand financial products Data & Analytics

● Track and analyze community engagement metrics including retention rates, participation levels, and customer satisfaction

● Implement rapid improvement cycles with data-driven decision making (2-week cycle targets)

● Monitor and report on community health indicators and churn risk factors

● Collaborate with data team to develop predictive models for community engagement and retention

Cross-functional Collaboration

● Partner with Marketing & Sales teams on customer acquisition and retention strategies

● Work closely with Product teams to communicate customer needs and feature requests

● Collaborate with Operations to ensure seamless customer experience delivery

Required Qualifications Education & Experience

● Bachelor's degree in Marketing, Communications, Business, or related field

● 3-5 years of experience in community management, customer success, or digital marketing

● Preferred: Experience in fintech, financial services, or MSME-focused organizations

● Preferred: Experience working in East African markets Technical Skills

● Proficiency in social media management platforms and community tools

● Experience with WhatsApp Business and messaging platforms

● Basic understanding of analytics tools (Google Analytics, social media insights)

● AI proficiency required: Must be able to leverage AI tools to 2-3x productivity (not just ChatGPT)

● Experience with customer feedback tools and NPS platforms

Language & Cultural Skills

● Fluency in English required

● Preferred: Additional local languages (Luganda)

● Deep understanding of East African MSME ecosystem and cultural nuances

● Ability to communicate in local slang and understand regional business practices

Personal Attributes

● Exceptional empathy - ability to understand that customers are emotional, have real problems, and aspirations

● Customer-obsessed mindset with genuine passion for helping small businesses succeed

● Cultural sensitivity and ability to create inclusive community spaces

● Creative problem-solving skills with ability to think outside traditional approaches

● Resilience and adaptability in a fast-paced, evolving market environment Success Metrics Primary KPIs

● Community engagement rates (active participation, retention, satisfaction scores)

● Customer NPS scores and feedback quality

● Repeat customer conversion and community-driven referrals

● Time-to-resolution for community issues and customer concerns

● Content engagement metrics across all channels

Secondary KPIs

● Community growth rate and geographic expansion success

● Cross-selling opportunities generated through community interactions

● Customer lifetime value improvement for community members

● Brand sentiment and word-of-mouth referrals from community

What We Offer Compensation & Benefits

● Competitive salary commensurate with experience

● Performance-based bonuses tied to community success metrics

● Comprehensive health insurance

● Professional development budget for community management and fintech training Growth Opportunities

● Direct impact on Numida's expansion across East Africa

● Leadership development opportunities within the rapidly growing Growth Team

● Cross-functional exposure to product, operations, and business development

● Market expansion involvement in new country launches

Work Environment

● Hybrid/flexible work arrangements with focus on customer-facing hours

● Access to latest AI tools and productivity technologies

● Rapid decision-making environment with 2-week improvement cycles

● Customer-first culture that values empathy and innovation

Key Responsibilities Community Building & Engagement ● Build and nurture communities of like-minded MSME customers across Uganda, Kenya, and expanding markets ● Develop and execute community engagement strategies that align with our "felt value" approach ● Create personalised community experiences that make members feel heard, valued, and supported ● Facilitate peer-to-peer learning and business networking opportunities within our customer base ● In conjunction with the Growth Manager, design and implement retention programs focused on repeat customers and community loyalty Customer Experience & Support ● Champion the customer voice across all organisational levels, escalating anti-consumer practices when identified ● Develop and manage feedback collection systems and community insights ● Transform customer insights into actionable recommendations for product and service improvements ● Coordinate campaigns to reach out to customers without a sales agenda ● Help develop and ensure a consistent brand voice across all community touchpoints and communications Content & Communication ● Create engaging, localized content that resonates with MSME entrepreneurs in local languages and cultural contexts ● Develop personalized messaging strategies that speak to different customer segments and their unique challenges ● Leverage social media, WhatsApp, and other preferred customer channels for community engagement ● Collaborate with marketing team on storylining to ensure cohesive, human-centered narratives ● Create educational content that helps MSMEs grow their businesses and understand financial products Data & Analytics ● Track and analyze community engagement metrics including retention rates, participation levels, and customer satisfaction ● Implement rapid improvement cycles with data-driven decision making (2-week cycle targets) ● Monitor and report on community health indicators and churn risk factors ● Collaborate with data team to develop predictive models for community engagement and retention Cross-functional Collaboration ● Partner with Marketing & Sales teams on customer acquisition and retention strategies ● Work closely with Product teams to communicate customer needs and feature requests ● Collaborate with Operations to ensure seamless customer experience delivery Required Qualifications Education & Experience ● Bachelor's degree in Marketing, Communications, Business, or related field ● 3-5 years of experience in community management, customer success, or digital marketing ● Preferred: Experience in fintech, financial services, or MSME-focused organizations ● Preferred: Experience working in East African markets Technical Skills ● Proficiency in social media management platforms and community tools ● Experience with WhatsApp Business and messaging platforms ● Basic understanding of analytics tools (Google Analytics, social media insights) ● AI proficiency required: Must be able to leverage AI tools to 2-3x productivity (not just ChatGPT) ● Experience with customer feedback tools and NPS platforms Language & Cultural Skills ● Fluency in English required ● Preferred: Additional local languages (Luganda) ● Deep understanding of East African MSME ecosystem and cultural nuances ● Ability to communicate in local slang and understand regional business practices

Personal Attributes ● Exceptional empathy - ability to understand that customers are emotional, have real problems, and aspirations ● Customer-obsessed mindset with genuine passion for helping small businesses succeed ● Cultural sensitivity and ability to create inclusive community spaces ● Creative problem-solving skills with ability to think outside traditional approaches ● Resilience and adaptability in a fast-paced, evolving market environment Success Metrics Primary KPIs ● Community engagement rates (active participation, retention, satisfaction scores) ● Customer NPS scores and feedback quality ● Repeat customer conversion and community-driven referrals ● Time-to-resolution for community issues and customer concerns ● Content engagement metrics across all channels Secondary KPIs ● Community growth rate and geographic expansion success ● Cross-selling opportunities generated through community interactions ● Customer lifetime value improvement for community members ● Brand sentiment and word-of-mouth referrals from community What We Offer Compensation & Benefits ● Competitive salary commensurate with experience ● Performance-based bonuses tied to community success metrics ● Comprehensive health insurance ● Professional development budget for community management and fintech training Growth Opportunities ● Direct impact on Numida's expansion across East Africa ● Leadership development opportunities within the rapidly growing Growth Team ● Cross-functional exposure to product, operations, and business development ● Market expansion involvement in new country launches

Required Qualifications Education & Experience ● Bachelor's degree in Marketing, Communications, Business, or related field ● 3-5 years of experience in community management, customer success, or digital marketing ● Preferred: Experience in fintech, financial services, or MSME-focused organizations ● Preferred: Experience working in East African markets Technical Skills ● Proficiency in social media management platforms and community tools ● Experience with WhatsApp Business and messaging platforms ● Basic understanding of analytics tools (Google Analytics, social media insights) ● AI proficiency required: Must be able to leverage AI tools to 2-3x productivity (not just ChatGPT) ● Experience with customer feedback tools and NPS platforms

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