Brand Community Manager – Team RH Fitness Ltd
Work Location: Office based – Team Valley, Gateshead
Job type: Full time, permanent
Hours: 37.5 hours
Salary: £28.000 – £33,000 per annum
Job description:
Who we are:
We’re Team RH, a no-nonsense wellness brand based in the Northeast, on a mission to make sustainable fat loss achievable, affordable, and accessible. We don’t do fluff, we do facts, accountability, and long-term success. But we’re not just a wellness brand – we’re a tech team, too. We built the Team RH App from the ground up, in-house, with one goal: give people tools that actually help. From food tracking and tailored coaching to goal setting and no-nonsense data, it’s everything members need to stay on plan and make real progress.
We’re real people, helping real people. No egos. No buzzwords. Just a smart product and a team that genuinely gives a s**t.
Role Overview:
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
Required:
· 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.
Benefits:
· Free On-site gym
· Free parking
· Casual dress
· Pet friendly office (pooches often roaming)
· Company events
· Employee discount
· Health & wellbeing programme
· Company pension
If you’re passionate about people, and ready to make a real difference, we’d love to hear from you.
