Director of Community and Social

Job Purpose Connect our clients to each other while connecting them through Buffini & Company. The Director of Community and Social is the conduit. This role exists to make our community a deliberate, led, measurable asset again — the reason members join, the reason they stay, and the reason they bring others with them. Job Summary Buffini & Company was built on people gathering — face to face, voice to voice, belly to belly — around a philosophy that ran contrary to everything else the industry was teaching. That community is the single largest asset in the company, and our members will tell you it is the best thing about being here. The Director of Community and Social takes the pieces we run today like our Buffini Groups, digital communities, the connections members make at live events, the Buffini Referral Network and builds them into one deliberate, led, measurable program. This is not a social media job. Social is one of five surfaces. The role also spans the Client Advisory Board and regional client leadership, and the programming that makes our clients the heroes of the brand. If you don’t have community, you’re a commodity. Every competitor is selling the same AI tools and the same tactics. Our community is the one thing they cannot copy. This role is accountable for growing it and for proving what it is worth in numbers. Duties: (Additional Duties May Be Added As Needed) Lead the Digital Communities Own strategy, programming, and moderation across the eight managed Facebook groups: Buffini & Company Members, The White Hats Society, Certified Mentors/Facilitators, The Pathway to Mastery — Students, 100 Days to Greatness — Students, Leadership Coaching Members, Group Leaders Training & Tips, and the Buffini AI Community. Maintain a consistent content cadence: monthly Coach’s tip, new Good Life Stories, weekly member questions, event anticipation and recap, and member-generated challenges. Operate the established support and escalation model and keep the groups a peer community rather than a second support desk; route support-related posts to Client Care; escalate complaints and remove them quickly; open Salesforce cases for sale and save opportunities surfaced in-group. Define the coaching-escalation path that is currently undocumented, in partnership with the coaching organization. Host recurring member-facing community webinars (currently ~12 per year) and community connection sessions. Partner with Social Media on distribution and with Product on the Ask Buffini community and referral surfaces, without owning the corporate social calendar. Build the platform that gives our top members an outlet: panels, member-led teaching sessions, weekly member spotlights, podcast and content features, and Good Life Stories. Create a repeatable weekly featured-member format, facilitated by this role, that members compete to be part of. Grow Buffini Groups and the Group Leader Program Own the end-to-end Buffini Groups program: recruiting, training, equipping, and retaining Group Leaders, and growing group membership and meeting consistency through proactive strategies. Deliver monthly group content and agendas on the first of each month without exception, tied to Brian’s monthly episode and the current coaching curriculum. Run Group Leader huddles at least three times per year, a Group Leader gathering at each major live event, and the annual Group Leader and Group Member surveys. Modernize the Group Leader onboarding path — training webcast, assessment, and resource library so a new leader can be recruited, trained, and running a group inside 30 days. Re-establish regional client leadership in our major event markets: a client committee per market that hosts gatherings, secures local sponsors, and carries the brand between our visits. Grow and Prove the Buffini Referral Network (BRN) Drive activation, connection requests, and — above all — completed referrals inside the BRN rather than around it in social DMs. Partner with Product to build referral tracking into the platform so BRN value is measured, not anecdotal. Closed-referral volume and value per member is the number this role must be able to state on demand. Run programming that converts network activity into closings: member spotlights, market-by-market connection pushes, referral challenges, and recognition for top referrers. Work with product to build the case, with defensible data, that a member’s network referrals pay for their membership many times over to a standard our marketing and legal teams can publish. Strengthen Event Connection Own the community experience inside Buffini Coaching LIVE, The Peak Experience, MasterMind, The Turn, and the Leadership Conference: small-group and synergy sessions, first-timer welcome, member meetups, Group Leader gatherings, and the Client Advisory Board touchpoints. Find the gatherings members are already organizing on their own the dinners, the meetups, the regional get-togethers and get Buffini & Company back inside them as host or partner rather than bystander. Convert event connection into year-round connection: every member who meets someone at an event should leave with a group, a network connection, or a next gathering on the calendar. Supply Sales and Events with the member-guest motion — members bringing prospects into the room — and measure how many event registrations community programming generates. Be the Voice of the Customer Bring the unfiltered member perspective back into the company — what members are asking for, what they are struggling with, what they are saying about our products, our coaches, and our competitors. Produce a standing voice-of-the-customer report: top discussion topics, top product questions, top feature requests, top pain points, and notable community voices, routed to Product, Marketing, Coaching, and Sales. Run structured member research — surveys and listening sessions on real questions with honest instruments — and include members who have left us, not only the ones who stayed. Serve as an early-warning system on retention risk, surfacing at-risk sentiment before it shows up in a cancellation. Develop the Community and Social Strategy Own the written annual community strategy and programming calendar, and keep it current. Deliver a quarterly Community Report to the executive team covering growth and engagement, voice of the customer, member education, and business impact — including contribution to retention, event registrations, and referral volume. Report monthly on a defined metric set: group count, leader count, group participation rate, digital community size and engagement, BRN activation and referrals, webinar attendance, and community-attributed retention and NPS by membership level. Manage the community budget and any contractor or vendor spend; build the case for headcount as the program scales. Cultural & Core Value Alignment Embodies servant leadership and a people-first philosophy Champions the “Work by Referral” system and company mission Brings energy, optimism, and positivity to every interaction Models personal growth, excellence, and accountability Must be a visible model of Buffini & Company’s core values: Live What We Teach Practice Servant Leadership Excellence Is Our Minimum Standard. Qualifications Skills, Traits, & Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Community Building - Has built or meaningfully grown a real community — online, in person, or both — and can show what it produced for the business, not just how large it got. Metrics Orientation - Instruments the work. Defines the number before running the program, reports honestly against it, and changes course when the number says to. Relationship Building - Builds genuine trust quickly with members and volunteer leaders. People want to be in the room with this person. Facilitation & Presence - Comfortable hosting webinars, facilitating panels, and working a room of members at a live event. Proactivity - Acts without being told what to do. Seeks new ideas for the customer and the team. Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email. Active Listening - Lets others speak and seeks to understand their viewpoints. Organization/Planning - Plans, organizes, schedules, and documents in an efficient, productive manner. Focuses on key priorities. Adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. Teamwork - Reaches out to peers and communicates with supervisors to establish an overall collaborative working relationship. Assertiveness - Demonstrates tenacity and willingness to go the distance to get something done. Strategic Thinking - Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends. Education And/or Experience Bachelor’s degree or equivalent practical experience. 4+ years building and running a customer or member community at scale, with direct ownership of the outcomes — not solely social media management. Demonstrated experience running a volunteer or member-leader program (chapters, groups, ambassadors, user groups) including recruiting, training, and retaining leaders. Track record of reporting community performance to executives with real metrics tied to retention, expansion, or acquisition. Experience programming community moments inside live events. Comfortable on camera and on a webinar; able to facilitate a panel and interview a member well. Working knowledge of community and CRM tooling (Facebook Groups and comparable platforms, Salesforce, marketing automation, survey and analytics tools). Real estate or professional-services industry experience preferred; familiarity with the Work by Referral philosophy is a significant advantage.