Job Description:
Community Manager
Franklin, TN
On-site
The Community Manager is a key part of the transformational journey to data driven brand building with the aim to transform the way we connect with the pet parents; and build relationships with them at the heart of everything we do.
The Community Manager owns the ongoing, relational layer of brand presence – the people who care about the brand, talk to each other about it, and expect to be heard by the brand. The job is to build, nurture, and sustain an actual community around the brand – they’re members, not audiences.
What are we looking for?
Bachelor’s degree required
3+ years in community management, social engagement, or a closely related role; brand-side or agency-side experience valuable
CPG experience valuable – pet care, food, or comparable categories where consumers form genuine affinity around brands most relevant.
Demonstrated experience building or sustaining an actual community, not just running a brand channel.
Experience with community-native platforms including Reddit, branded forums – alongside mainstream social.
Strong presentation skills
Experience managing conflict, moderation, and crisis moments in public-facing community spaces.
Working knowledge of UGC rights and the legal frameworks around community content.
What would be your key responsibilities?
Community Strategy
Defines what community means for the brand: who belongs, why they gather, where they gather, and what value the brand provides that makes the community worth joining.
Platform Stewardship
Runs the spaces where community happens – owned (branded platforms, ambassador programs, forums, Facebook Groups, etc.) and earned (Reddit threads, fan accounts, niche communities where the brand shows up as a guest).
Conversation & Engagement
Actively participates in community conversation; responds, asks, listens
Maintains relationships with super-fans, frequent contributors, and the people who shape the broader conversation
Seeks out conversation – finds relevant conversations to join and contribute to, driving off-page engagement and creating brand relevancy in trending and everyday moments.
Moderation & Safety
Enforces community guidelines; manages conflict, harmful content, and bad actors; partners with legal and Corporate Affairs on escalations
Create and monitor social listening dashboards to understand relevant conversation about our brands and deliver insights to stakeholders.
Acts as a steward of brand reputation, ensuring content that may create risk for the brand is flagged and escalated following the appropriate paths
Content Curation & Posting
Ensuring content is posted in alignment with content calendars, including managing influencer collab requests, using Sprinklr (or similar) scheduling platform. Acts with agility and flexibility for evolving content calendars.
Delivers thought leadership for optimal posting days/times, recommendations for content curation, feedback loop for insights on performance and community response.
Insight Feedback Loop
Surfaces what the community is saying, asking, and commenting about back to the brand, product, and innovation teams using clear and insightful reporting that delivers actionable feedback.
Treats the community as a live focus group when it warrants
Partners with Consumer Care to deliver a wholistic view of social engagement reflective of reactive and proactive engagements.
Delivers reporting dashboards and recommendations based on insights.
Ambassador & Super-Fan Programs
Identifies, recruits, and nurtures the community members who disproportionately shape the broader conversation.
Partner with Influencer team and Manager, Social & Communities to define advocacy programs, including Surprise and Delight program
Crisis Response at the Community Level
Often the first to see brand issues surface in community; partners with External Affairs and Consumer Care on approved responses and ongoing moderation
Follows approved processes for knowledge management and escalation paths; communicates clearly, proactively, and understands responsibility of being a brand steward and guardian of reputation.
UGC Activation & Rights
Works with legal and content operations on capturing rights to user-generated content the brand wants to amplify; tracks approved content and partners with Manager, Social & Communities to utilize it in content calendars.
Cross-Functional Partnership
Day-to-day partner to the Manager, Social & Communities (for cultural context), the Influencer Manager & Sr. Manager (for influencer/community overlap), brand teams, Consumer Care, External Affairs and Consumer Insights.
What can you expect from Mars?
Opportunity to bring your pet to work.
Commitment to create a safe, healthy, and sustainable world for our partners and the communities in which we operate.
Commitment to make A Better World For Pets™ a world where they’re healthy, happy and welcome
Commitment to our consumers and focus on positively impacting the planet and the population.
Skills Required
- Bachelor's degree
- 3+ years in community management or social engagement
- Demonstrated experience building or sustaining an actual community (not just running channels)
- Experience with community-native platforms (Reddit, branded forums) and mainstream social (Facebook Groups)
- Experience using Sprinklr or similar content scheduling/platform tools
- Experience managing moderation, conflict, and crisis in public-facing communities
- Working knowledge of UGC rights and legal frameworks
- Strong presentation skills
- CPG experience (pet care, food)
- Ability to work on-site in Franklin, TN with occasional remote work
Mars Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mars and has not been reviewed or approved by Mars.
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Healthcare Strength — The benefits package is positioned as comprehensive, with broad medical coverage and additional protections like life insurance and short- and long-term disability. Mental health support is emphasized, including free mental health services and wellbeing programming under initiatives such as Mars Be Well.
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Parental & Family Support — Paid parental leave is highlighted as market-leading in the U.S., with an example of 18 weeks fully paid for both parents. Additional family-related leave types such as sick time for caregiving and bereavement leave are also described as part of the overall package.
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Retirement Support — Retirement offerings are described as strong, including 401(k) matching (with a 6% match cited) and pension plans in some cases. The broader package also references retirement savings options and contributions aligned to local market practice, supporting long-term financial security.
Mars Insights
What We Do
For more than a century, Mars, Incorporated has been driven by the belief that the world we want tomorrow starts with how we do business today. This idea is at the center of who we have always been as a global, family-owned business. Today, Mars is transforming, innovating and evolving in ways that affirm our commitment to making a positive impact on the world around us. Across our diverse and expanding portfolio of confectionery, food, and petcare products and services, we employ 133,000 dedicated Associates who are all moving in the same direction: forward. With $40 billion in annual sales, we produce some of the world’s best-loved brands including DOVE®, EXTRA®, M&M’s®, MILKY WAY®, SNICKERS®, TWIX®, ORBIT®, PEDIGREE®, ROYAL CANIN®, SKITTLES®, WHISKAS®, COCOAVIA®, and 5™; and take care of half of the world’s pets through our pet health services AniCura, Banfield Pet Hospitals™, BluePearl®, Linnaeus, Pet Partners™, and VCA™. We know we can only be truly successful if our partners and the communities in which we operate prosper as well. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our Associates to take action every day to help create a world tomorrow in which the planet, its people and pets can thrive.
