Job Description

Who We Are

Fueled by passion, KAYALI was founded in 2018 by beauty mogul and fragrance fanatic, Mona Kattan. Translating to ‘my imagination' in Arabic, KAYALI provides a modern fragrance experience

inspired by Mona's rich Middle Eastern heritage and the art of layering scents to help you create your mood; where sharing scents is a ritual and smelling good is both an act of goodwill and self-love.

Mona collaborates with some of the world's most renowned perfumers and sources the finest ingredients to create unique juices that are infinitely memorable, long-lasting, and cruelty-free. Each luxurious fragrance is an ode to true craftsmanship and tells a special story, from the addictive notes to the multi-faceted jeweled bottles.

Our Mission

To make everyone feel like the diamond they are! To build a global community of fragrance lovers through the power of scent and by providing them with the most innovative & luxurious fragrances, education and sharing our Middle Eastern fragrance rituals with the world.

We are looking for a mid-level Manager of Community to lead the community function across the brand, Mona Kattan’s founder-led platforms, and supporting social channels.

This role is responsible for ensuring community management operates with speed, accuracy, empathy, cultural awareness, and strong operational discipline. The ideal candidate is highly organised, calm under pressure, confident managing a team, and able to turn community conversations into insights, creative opportunities, customer experience improvements, and culturally relevant moments.

This person will help protect the brand and founder reputation, improve customer care, support crisis readiness, and build community as a strategic channel for brand love, loyalty, cultural relevance, and growth.

Key responsibilities

Community Operations & Team Management

• Lead daily community operations across brand, founder, and supporting social channels.
• Manage team workflows, coverage, SLAs, quality standards, and accountability.
• Ensure community responses are timely, accurate, empathetic, and aligned with brand and founder tone of voice.
• Build systems that improve speed, consistency, quality control, collaboration, and operational discipline.
• Coach Community Managers on tone of voice, escalation judgement, customer care, platform behaviour, and cultural awareness.

Founder & Brand Community Management

• Lead community engagement across Mona Kattan’s founder-led platforms, ensuring responses feel personal, warm, and aligned with her voice.
• Understand the difference between brand community, founder community, fan engagement, customer care, and sensitive personal interactions.
• Identify moments where Mona’s community can be nurtured through thoughtful replies, fan recognition, surprise-and-delight ideas, and culturally relevant engagement.
• Help protect the founder’s reputation by identifying sensitive conversations, emotional audience responses, reputational risks, and moments requiring careful judgement.

Crisis Monitoring & Escalation

• Lead social monitoring for sentiment shifts, complaints, emerging issues, and reputational risks.
• Ensure clear escalation routes and timely, well-contextualised updates to the right stakeholders.
• Support response planning during launches, sensitive moments, creator conversations, product issues, or cultural moments.
• Help the team apply sound judgement on when, how, and whether to engage.

Tools, Data, Reporting & Insights

• Ensure effective use of community management, social listening, publishing, and reporting tools.
• Track community health, sentiment, recurring themes, audience needs, customer feedback, and social media performance insights.
• Translate community and social performance data into useful insights for social, marketing, PR, product, e-commerce, customer care, and leadership teams.
• Identify opportunities to improve reporting, workflow, tool usage, content performance, and decision-making.

Customer Care & Brand Experience

• Ensure community responses deliver a helpful, empathetic, and brand-right customer experience.
• Partner with customer care and cross-functional teams to resolve issues efficiently.
• Surface recurring customer pain points and recommend improvements to the wider customer journey.
• Maintain clear guidance for common, sensitive, and high-priority customer interactions.

Creative Community & Cultural Impact

• Identify community conversations that can become content, engagement, PR, or brand love opportunities.
• Partner with social and content teams to turn community insights into culturally relevant ideas.
• Explore creative digital spaces, platform-native formats, broadcast channels, groups, live interactions, and other community-led spaces to create unique community experiences.
• Project manage creative community ideas that connect online community with offline experiences, helping turn audience participation into community-oriented content.
• Help build a community function that does more than respond — one that creates loyalty, participation, cultural relevance, and advocacy.

Requirements

• 7+ years of experience in community management, social media, customer care, digital marketing, creator management, or social operations.
• Experience managing or mentoring a small team.
• Strong understanding of social platforms, community behaviour, creator culture, founder-led brands, and audience engagement.
• Experience using community management, social listening, publishing, or reporting tools.
• Ability to manage escalations, customer issues, sensitive conversations, and fast-moving social moments.
• Strong reporting, insight-generation, project management, and problem-solving skills.
• Ability to develop and manage creative community initiatives from idea to execution.
• Strong judgement when engaging from both brand and founder accounts.
• Excellent written communication skills with strong attention to detail.
• Experience in beauty, fragrance, lifestyle, fashion, luxury, entertainment, or consumer brands is a plus.
• Any of the existing community management tools sprinkle implfiy brand watch

Benefits

• Premium Medical/Dental/Vision coverage
• Find your Magic Days
• Volunteer Day
• Birthday Leave
• Egg Freezing Benefits
• Employee discounts on all Kayali products
• Quarterly product gifting
  
  

KAYALI is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. If you need reasonable accommodations at any point in the application or interview process, please let us know.