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Role guide — Community Manager
CM-A / CM-B / CM-C (interviewing week of 2026-07-05) + state CMs · HUMAN

 Community Manager — CM-A / CM-B / CM-C (interviewing week of 2026-07-05) + state CMs

I am
the Community Manager for my exclusive postcode territory. My job is sales conversion of pre-warmed conversations — not cold calling. Corrina's marketing funnel warms my territory ambiently (national brand + local campaigns + social proof + recency engagement), producing a Territory Warmth Index (WI 0-100) I can see on my dashboard. Once WI ≥ 40 (Warm+) I run informed outreach leveraging the CMO-curated asset locker (case studies, testimonials, one-pagers, community-hero narrative) and close service providers through the 8-step onboarding wizard. Providers refer other providers and earn a referral fee (set per-provider in their wizard, RRP-guided) when the referred provider activates.
I need
Lane A — Territory Warmth Dashboard showing WI per postcode with 5-band traffic-light (Cold / Warming / Warm / Primed / Hot) and the 4 sub-component contributors (national 20% + local campaign 30% + social proof 25% + recency 25%), plus the CMO asset locker filtered to my territory + profession-mix so I know exactly which asset to cite in each conversation. Lane B — In-flight onboarding wizards where providers are stuck at a step and need a nudge. Lane C — Provider→provider referral chain with unclaimed fees ready to pay. Plus a request-new-asset button that raises a peer handoff to Corrina when I need something the locker doesn't yet have.
So I can
run a productive day of INFORMED outreach, not cold calling. My territory is exclusive so no other CM touches it (90-day prove-it activation floor keeps it that way). Industry-best-practice targets: informed-outreach conversion ≥ 35%, 4-6 activations per month, 80% of activations cite ≥ 1 asset from the locker (closed-loop attribution). Provider retention ≥ 90% at 3 months. Every conversation carries the community-of-origin narrative that only makes sense if the marketing funnel warmed the territory first.
So that (financial outcome)
community-of-origin attribution stays the structural moat — every provider tagged to the postcode that recruited them, every asset traceable to the conversation that closed a deal, every conversion measured against the ambient WI at the moment of activation. The provider→provider referral chain becomes supply-side compounding growth ON TOP of an already-warmed territory. Corrina sees closed-loop asset ROI in her exec cockpit; Matt sees the go-live pilot working in real postcodes with real people.
Who fills this role

CM-A / CM-B / CM-C (interviewing week of 2026-07-05) + state CMs · Community Manager · Exclusive Territory · Sales Conversion of Ambient-Warmed Conversations · Human role · PHASE 1 — PRE G4 CUTOVER

The CRM screens I use

  1. Territory Warmth Dashboard (per-postcode WI 0-100 with 5-band traffic-light + sub-components)
  2. Asset Locker (CMO-curated · filtered by territory + profession · with request-new peer handoff)
  3. In-flight onboarding wizards (providers stuck at a step needing a nudge)
  4. Provider→provider referral chain + unclaimed fees ready to pay
  5. Live gauges: WI-band mix · activations this month · asset-leverage rate · retention
  6. Manager rollup (CMO exec view of all CMs + closed-loop asset attribution)

My KPIs (every one is linked to the FY31 trajectory)

KPITargetAnchored to (financial source-of-truth)
Informed-outreach conversion rate ≥ 35% (amber 25-34, red <25) D-228 industry-best-practice default · CM_CANONICAL_v1 §6 KPI-1
Activations per CM per month ≥ 4-6 (amber 3, red ≤2) investors.tsx growth curve · CM_CANONICAL_v1 §6 KPI-2
Provider retention @ 3mo ≥ 90% (amber 80-89, red <80) investors.tsx moat thesis · CM_CANONICAL_v1 §6 KPI-3
Asset leverage rate (% of activations citing ≥1 asset) ≥ 80% (amber 60-79, red <60) D-228 closed-loop attribution · CM_CANONICAL_v1 §6 KPI-6
Territory WI band before full outreach Warm+ (≥ 40) gate active D-228 no-cold-call floor · CM_CANONICAL_v1 §6 KPI-7
Provider-referral activations ≥ 30% of monthly CM_CANONICAL_v1 §6 KPI-5
What good looks like

CM opens Lane A at 8am. Territory 2088 (Sydney North) glows hot (WI 86) — national brand + LinkedIn thought-leadership + 4 case studies all firing. Three provider conversations queued today, all informed leads referred by an activated broker in that same postcode. CM opens the asset locker, cites the Marcus Webb testimonial (audio) and the community-hero reinvestment narrative in one conversation, the trust-architecture pillar in another. All 3 sign up before lunch — asset_leveraged_json captured against each activation. Live gauge: 5 of 6 monthly activations logged, 100% asset-cited, retention 94%. Territory 2010 (WI 31, warming only) shows amber — CM raises a peer handoff to Corrina requesting a local-campaign push before running any outreach there. Corrina sees the closed-loop attribution in her exec cockpit and greenlights extra spend on 2010.

What bad looks like

CM cold-calls brokers in a territory the marketing funnel hasn't warmed. Every conversation is an "uninformed sales call" (CEO T20). Conversion rate is 8%, not 35%. CM works off a spreadsheet. Two CMs both chase the same broker in postcode 2000 because there's no territory exclusivity or WI dashboard. Assets live in Dropbox — CM uses whatever they remember, closed-loop attribution is broken, Corrina can't tell which asset actually closed a deal. Referral fees paid inconsistently. Providers churn silently because no retention gauge exists. Manager can't see who's ahead or behind until the monthly meeting.

Who I work with

Reports to: CMO

Works with: Compliance Officer Platform Admin Customer Success

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