Community Success Manager: DATA

Job Details

Our vision is to build the Philippines' most valuable consumer goods brands.

And with our first brand, Zenith, our goal for 2026 is to be the #1 direct-to-consumer brand that serves premium, high-performance self-care solutions to busy, mature, Filipino men.

This role combines community success and regulatory leadership:

You will (1) own member relationships and data inside our community, and (2) serve as our qualifying person for FDA compliance and product registration processes.

You will be the primary relationship owner for members inside the community. And your job is to make sure members feel seen, supported, and successful and to turn everything that happens in the community into clean, usable data.

But this is not a simple "reply to messages" job. It is part support, part coach, part ops, and part regulatory lead.

What You'll Own

You are directly responsible for:

• Member Success & Support - Ensure members feel supported, understood, and guided from day one. From helping new members get timely, clear, non-robotic responses to their questions and struggles to keep them engaged and retained.
• Accurate Member Data - Our sheets (Overall Community Stats, Members CRM, etc.) are complete, up-to-date, and reliable for decision-making.
• Insight Pipeline - You turn member pains, objections, and results into structured inputs for marketing, product, and the Content CSM.
• FDA Compliance & Regulatory Affairs - You lead and maintain full compliance with FDA requirements for our products.
• Strategic Research & Reporting - You analyze research and regulatory data to guide product and ingredient decisions.

Responsibilities

1. Member relationship & support

• Be the first point of contact for all members inside the community (DMs and non-expert questions).

• Send 1:1 welcome messages to all new members within 24 hours of joining and guide them through their first week.

• Run regular check-ins (early and ongoing) to:

• Clarify how to use the products properly.

• Identify struggles early (inconsistency, confusion, side effects, etc.).

• Surface small wins that could later become testimonials.

• Reply to non-expert questions in:

• DMs

• Community posts (when our niche expert is not needed)

• Escalate expert questions to the niche expert, internal team, or AI then circle back with a clear answer to the member. Be very detailed with AI prompts to get the most accurate answers.

• Optimize the current system based on real research and data.

2. Tracking & data hygiene

• Maintain the Members CRM:

• Intake answers (goals, current situation, main struggle).

• Members status updates (New, Onboarded, Engaged, At-risk, Success Story, etc.).

• Key notes from conversations (pains, wins, objections, product experience).

• Own the Overall Community Stats, including:

• New members, join requests, approval rate.

• Active 7D/28D and engaged members.

• Median time to first reply and time to answer.

• Systematically capture inputs from the customers and pass on to the team:

• Recurring questions and objections.

• Common mistakes in product usage.

• Patterns that could inform new content or offers.

• Ensure there is no untracked data: if it happened, it gets logged. You are responsible for closing gaps and making sure everything in our tracking sheets are updated.

3. Insight & handoff to Stories & Content CSM

• Identify members who:

• Have strong results or visible improvements.

• Have powerful stories (struggles, transformations, mindset shifts).

• Are highly engaged or especially loyal.

• Tag these members properly in Members CRM (e.g. "Testimonial", "UGC", "Interview", "Upsell").
  
  Add qualified members to the Outreach tab for follow-up by the Content CSM.

4. Coordination & continuous improvement

• Work closely with:

• Content CSM - to pass warm leads and share recurring themes from the community.

• Niche expert/Authority - to get accurate answers and refine educational content.

• Propose and test small experiments (example below) and then document results in a simple "CSM Experiments" log.

• Onboarding scripts

• Check-in cadences
• Support flows

5. FDA Compliance & Regulatory Affairs

• Serve as the company's designated Qualifying Person for all Food and Drug Administration (FDA) requirements.

• Lead the entire product registration and licensing process, including preparing and submitting all necessary documents.

• Attend required FDA seminars and training to stay current on all regulations and ensure the company's continuous compliance.
• Act as the primary point of contact for all regulatory matters, ensuring our products consistently meet the highest safety standards.

6. Strategic Analysis & Reporting

• Analyze research findings to identify new product opportunities, evaluate potential risks, and assess the benefits of different ingredients or formulations.

• Present research, findings, and strategic recommendations to key stakeholders in a clear and compelling manner.

7. AI & Tools

• Comfortable and proactive in using AI tools (e.g. ChatGPT, Claude, Perplexity, etc.) to speed up research, writing, and daily work.

• Able to write clear, structured prompts and refine them to get better outputs (not just copy-pasting generic questions).

• Uses AI to summarize information, spot patterns, and organize ideas into simple, usable formats (tables, bullet points, checklists, scripts).
• Disciplined about fact-checking and editing AI outputs instead of relying on them blindly.
• Comfortable working inside Google Sheets / Docs / Drive and combining them with AI to systematize tasks.
• Uses AI to analyze member conversations and data (pains, objections, FAQs) and turn them into clear insights and summaries.
• Uses AI to help draft and improve onboarding scripts, check-in flows, and SOPs, then tests and refines them based on real results.

• Able to use AI to speed up regulatory and product research (e.g. ingredients, safety data, guidelines), while still relying on official sources for final verification.Qualifications

• Educational/Professional Background: A valid PRC license is a primary requirement. We are especially looking for licensed Chemists or Chemical Engineers. We are also open to applications from licensed Pharmacists and Nurses.

• Curiosity and Resourcefulness: A genuine passion for learning and the ability to independently research and acquire new knowledge. A proactive and self-starting attitude is essential.

• AI Proficiency: Must be comfortable and enthusiastic about using AI tools to streamline research, data analysis, and information access.
• Communication Skills: Exceptional communication and presentation skills, with the ability to articulate complex scientific findings and strategic recommendations to a non-technical audience.
• Strategic Thinking: The ability to think critically and present a balanced view of research, outlining both the advantages and disadvantages of a particular product or ingredient strategy.

• 1 to 3+ years of experience in any of the following:

• Customer success / support

• Community management / moderation

• Coaching, mentoring, or client management

• Strong written and spoken Taglish + English.

• Comfortable using tools like:

• Facebook Groups

• Google Sheets (filters, basic formulas, data entry)

• Google Docs, basic task trackers / CRMs

• Able to follow SOPs but also suggest improvements when you see gaps.

• Comfortable using voice notes or short selfie videos to communicate with members when appropriate.

• Bonus:

• You genuinely like talking to people and can keep conversations going without sounding scripted.

• You are comfortable talking to Filipino men about real problems (confidence, skin, health, discipline) without being awkward or judgmental.
• You are direct but respectful - you can challenge someone to stick with their routine without sounding like a call center agent.
• You're naturally organized: you hate losing notes and you're not sloppy with details.
• You think in systems: when you see the same issue twice, you immediately think, "How do we fix this at the process level?"
• You can switch between friendly Taglish and clear, professional English depending on who you're talking to.
• You take ownership. If a member falls through the cracks, you treat it as your problem first.
• Experience working with health, fitness, or skincare brands.
• Experience with men's communities or coaching men on self-improvement.
• Familiarity with direct response marketing concepts (so you understand why certain insights/stories matter so much).
• Basic comfort reading simple metrics (retention, engagement, activation) and acting on them.

Compensation & Benefits

• Salary: Competitive monthly salary ranging from PHP 20,000 to PHP 30,000 (gross), negotiable for exceptional candidates.
• Bonuses: A structured, performance-based bonus plan tied to clear team and company deliverables.
• Benefits: Includes government-mandated benefits (SSS, PhilHealth, Pag-IBIG), 13th-month pay, and HMO coverage upon regularization.
• Contract: Full-time employee status following a 6-month probationary period, with regularization based on performance review against Key Performance Indicators (KPIs).

Work Setup

• Contract: This is a full-time, employment position (starting with a 6 month probationary period)
• Location: This is a fully remote position, with potential for meet ups in Manila or Cebu as scheduled ahead.
• Hours: Monday to Friday, 10:00 AM to 7:00 PM PHT (includes a 1-hour break).
• Equipment: Must have a reliable, high-speed internet connection and a suitable personal device (laptop) for work in a dedicated, quiet workspace.

Kindly fill out this form for faster application process:

Job Types: Full-time, Permanent

Pay: Php20, Php30,000.00 per month

Benefits:

• Pay raise
• Work from home

Work Location: Remote