Marketing Associate -Community Management

Job Description

Location: Kampala, Uganda

Reports To: Head of Marketing and Sales

Employment Type: Full-Time (6 months probation)

Deadline: July 21st, 2025

Start Date: September 1st, 2025

Position Overview

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

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

Proficiency in social media management platforms and community tools

• Experience with WhatsApp Business and messaging platform

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

• Al proficiency required: Must be able to leverage Al 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

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

To Apply, Please Submit:

1. Detailed CV highlighting relevant community management and customer experience
2. Cover letter explaining your passion for MSME empowerment and community building
3. Portfolio examples of successful community initiatives or customer engagement campaigns
4. References from previous community or customer success roles

Application Process:

1. Initial screening – CV and portfolio review
2. Video interview – cultural fit and experience discussion
3. Case study presentation – community strategy development for specific MSME
   segment
4. Final interview – meet with Growth Team leadership and key stakeholders

Deadline: 21st July 2025

CLICK HERE TO APPLY