Customer Experience & Community Manager (Webinars & Programs)

Job Title: Customer Experience & Community Manager (Webinars & Programs)

Location: Borivali, Mumbai (In-Person Only – No WFH)

Employment Type: Full-Time

Compensation: ₹2,00,000 – ₹3,00,000 per year + Incentives + Performance Bonuses

About Wellness Vibe

Wellness Vibe is a holistic wellness organization dedicated to emotional, mental, and overall well-being. We blend ancient yogic wisdom, sound-based practices, and modern facilitation tools to help individuals achieve clarity, balance, and conscious growth. Our programs include webinars, trainings, and immersive journeys that transform lives.

Role Overview

We are seeking a dynamic, people-oriented professional to manage customer experience, live webinars, and online community engagement. The role involves guiding participants through their journey, ensuring smooth event execution, and supporting conversions with trust-based communication.

This is ideal for someone who thrives in live environments, enjoys interacting with people, and can balance empathy with structured execution.

Key Responsibilities

Customer Experience & Success

• Act as the primary point of contact for participants.
• Guide onboarding, resolve queries, and ensure smooth program completion.
• Track progress, collect feedback, and maintain CRM records.

Webinar & Event Operations

• Host and manage live webinars, trainings, and replays.
• Handle Zoom setup, tech checks, chat moderation, and Q&A.
• Support speakers and ensure professional session flow.

Community Management

• Manage WhatsApp/online groups, nurture engagement, and share updates.
• Organize community sessions and maintain monthly calendars.
• Foster a positive, supportive environment.

Sales & Conversion Support

• Present program offerings clearly during webinars.
• Handle post-webinar calls and guide participants through decisions.
• Support conversion goals with empathy and clarity.

Process & Reporting

• Update SOPs, FAQs, and communication flows.
• Conduct replay checks, reporting, and CRM updates.
• Share weekly insights to improve participant experience.

Skills & Competencies

• Strong empathy and communication skills.
• Confident in hosting live sessions and interacting with groups.
• Organized, process-driven, and calm under pressure.
• Technical proficiency in Zoom, CRM, WhatsApp, Canva, and Google Suite.
• Flexible with rotational shifts (6:00 AM – 11:00 PM) and weekend work.

Experience Required

• 1–2 years in customer success, client servicing, event/webinar hosting, training coordination, or community management.
• Experience in wellness, education, coaching, or training industry preferred.

KPIs & Performance Metrics

• Webinar Attendance → Conversion %
• Customer Satisfaction & Feedback Scores
• Lead Follow-up Efficiency & CRM Accuracy
• Webinar Engagement Metrics
• Revenue Contribution (Monthly Sales Output)

Work Culture

• Ownership, proactiveness, and accountability.
• Growth mindset and continuous learning.
• Emotional maturity and adaptability.

Career Growth Path

Customer Experience & Community Manager → Senior Sales Executive → Program Manager