Brand and Community Manager

Brand Community Manager Team RH Fitness Ltd Newcastle upon Tyne/ Gateshead Role Overview Team RH exists to rip apart weight loss myths and replace them with tools that work. We fight bullshit with brutal honesty. We respect members while telling the truth. The Brand Community Manager protects and amplifies our voice across every member touchpoint. You monitor feedback, respond to critics, guard brand consistency, and ensure our challenger positioning stays sharp as we scale. Key Responsibilities Community Management & Response Monitor and respond to reviews and forums within using approved brand voice Manage community sentiment across social channels (Instagram, Facebook, TikTok) Handle member communications with empathy while maintaining brand integrity Identify patterns in complaints and escalate systemic issues to product and operations teams Brand Voice Guardianship Edit and approve Tier 2 content (social posts, emails, community announcements) for brand consistency Train team members and coaches on voice principles and tone sliders Audit content monthly using brand voice scorecard Maintain and update brand voice bible based on learnings Reputation Monitoring & Reporting Use Brandwatch to track brand mentions, sentiment, and share of voice and report back to CBO and wider team Report monthly on community health metrics (NPS, sentiment, engagement rate) Flag reputational risks early and coordinate crisis response with CBO Track competitor activity and positioning shifts Email Communications Write and edit retention email sequences (win-back, re-engagement) Ensure all email communications match brand voice and positioning Collaborate with growth team on email performance optimisation What We Need From You 3+ years in community management, social media, or brand communications Experience managing online reviews and handling feedback professionally Strong writing skills with ability to adapt tone from empathetic to assertive Comfortable with challenger brand positioning (not corporate safe marketing) Experience using social listening tools (Brandwatch preferred but not essential) Ability to spot patterns in data and translate feedback into actionable insights Understanding of subscription business models and retention psychology is a plus Why This Role Matters Team RH is at an exciting point in our growth story. We expect user volume to explode. But with growth comes scrutiny. Your job is to ensure our brand scales without softening. Every response you write, every piece of content you approve, every crisis you manage protects what makes Team RH different and challenges what people ‘think’ they know about weight loss.. Get it right and we become the brand people trust to tell them the truth. Get it wrong and we become another polite health app no one remembers. Reporting & Compensation Reports to: Chief Brand Officer Location: Team Valley Gateshead: In-house. Salary: £33,000 – £35,000 depending on experience Benefits: 20 days holiday + bank holidays, pension contribution, free Team RH membership, gym on-site Start date: As soon as possible How To Apply Send your CV and a cover letter explaining why you want this role. In your cover letter, include: Why you think challenger brands matter in the weight loss industry Your experience relevant to this role