Job Description

The Lead (Community Management) is responsible for developing and overseeing the strategic direction and execution of initiatives to engage, grow, and retain the EPIC Community (a combination of urban and rural volunteers inclusive of target community members). 

Key Responsibilities

Pathway Strategy & Design

• Lead the development of The "EPIC Person" values into a scalable growth framework that integrates with all community pathways.
• Design, implement, and oversee structured rank and service pathways that ensure clear, fulfilling progression for members, turning passive participants into active leaders.
• Establish governance, standards, and continuous improvement processes to ensure pathways remain relevant, effective, and adaptable to evolving community need.

Data Management

• Oversee and maintain the Epic Community Database, ensuring that all member data is updated, accurate, and accessible for engagement and tracking purposes.
• Define and report on key performance indicators (KPIs). Regularly monitor, track, and report on these metrics to gauge progress and adjust strategies as necessary.
• Translate data insights into strategic actions, driving continuous optimisation of programmes and initiatives.

Community Engagement

• Develop and lead end-to-end strategies for recruitment, onboarding, engagement, and member reactivation.
• Design and implement scalable reward, incentives and recognition frameworks and programmes to drive retention and deepen participation.
• Identify suitable products and services from brands to as suitable rewards, incentives and privileges. 
• Oversee the planning and delivery of community engagement initiatives (virtual and in-person), ensuring strong participation, visibility, and meaningful member interaction.

Cross-Functional Collaboration & Strategy Execution

• Lead cross-functional collaboration to align community initiatives with broader organisational goals and priorities.
• Act as a strategic partner and thought leader, providing insights grounded in community data, feedback, and engagement trends.
• Oversee programme evaluation, ensuring clear measurement of outcomes, continuous learning, and iterative improvement.
• Serve as the primary advocate for the Epic Community, ensuring member needs and perspectives are represented in organisational decision-making.

Team Leadership & Operational Excellence

• Provide leadership, direction, and oversight to team members responsible for community operations and engagement.
• Establish clear processes, workflows, and accountability structures to ensure effective execution.
• Build team capability through coaching, performance management, and continuous development.

Job Requirements

Required Skills & Qualifications

• Community Experience: Proven track record in growing and managing online/offline communities, volunteer engagement, or similar roles.
• Leadership: Strong leadership for strategic planning, growth definition, and inspiring a large, diverse community.
• Communication: Excellent written and verbal communication for clear and motivating engagement.
• Event Expertise: Experienced in planning and executing successful online and offline events, including logistics and promotion.
• Collaboration: Ability to work effectively with cross-functional teams (content, marketing, volunteer management).
• Problem-Solving: Creative thinking and innovation for overcoming challenges and boosting community engagement.
• Multilingual/Cultural Adaptivity: Must be fluent in English and Malay.

Preferred Qualifications

• Experience developing community growth frameworks, mentorship, or similar development structures.
• Familiarity with volunteer management tools and CRM platforms.
• Non-profit or volunteer organization experience is a plus.
• Data-Driven: Use data analysis tools to track performance, identify trends, and adjust strategy.

This role provides an exciting opportunity to shape the growth and engagement of a vibrant community while directly contributing to the achievement of EPIC’s mission. If you are passionate about community building, leadership development, and empowering individuals to reach their full potential, we encourage you to apply.

Skills