Senior Community Manager

About the company 

Standing on Giants is the world’s first agency for businesses that want to build a brand-owned, online community. We empower businesses to build thriving online communities that put their customers at the centre of everything they do. Born from the team that created the revolutionary community-led model at mobile disruptor giffgaff, Standing on Giants now works with leading businesses like Airbnb, Tesco Bank and Utilita, helping them launch successful communities that deliver real results. We are Khoros Kudos award-winners in 2020, recognising our work as Best-In-Class. 

We are proud to be the first online community company to attain B Corp Certification, meaning we ascribe to the highest standards of environmental and social responsibility. As a company, our vision is a world where business works for the benefit of people and planet, not just profit, powered by trusting and collaborative communities. As a result, we must take active steps towards this every day in our work. Our people are, therefore, of central importance. We have a range of employee benefits to enable you to do your job to the best of your ability and we pride ourselves on our supportive, open environment and shared efforts to keep our working practices as sustainable as possible.

About the role

As a Senior Community Manager, you will lead a team of UK based Community Managers, covering a range of languages on the Airbnb Community Center. You will work closely with the community teams to implement the Online Community Strategy coordinating with our Head of Community to ensure its effectiveness and continue to evolve the strategy in a timely fashion. 

In this role, you will work closely with a corporate client, adhering to their specific requirements, policies, and communication strategies. You will also lead your team to ensure compliance with existing guidelines.

You will have strong leadership skills that inspire and guide your team. You will be hard-working, adaptable, and quick to learn. If you have an open, honest, and collaborative approach to your job, you’ll fit right in.

Requirements

Community Team Management

• Manage a team of UK-based Community Managers, covering the English, French, German, Spanish, and Portuguese community centres.
• Coordinate with the North American team to build and maintain an effective operating model, ensuring the relevant and timely transfer of information to guarantee the successful execution of projects.
• Inspire and motivate team members, foster clear communication, and coordinate resources and tasks to achieve set objectives.
• Lead by example, defining and ensuring adherence to standards and expectations, managing performance, setting objectives, holding regular 1:1s, and coaching and developing team members.

Community Strategy Implementation

• Take ownership of content strategy projects during events, leading planning, ensuring alignment with goals, and delivering engaging content.
• Lead the implementation of the community strategy, ensuring continuous progress and alignment with client requirements.
• Educate community members on our working methods and communication expectations, supporting the community effectively.
• Address and communicate with community members during crises or instances of unstable or abusive behaviour, applying our methodology for member education.

Client Relationship Management

• Maintain regular communication with the client, utilising both qualitative and quantitative information to ensure the right decisions are made for both the community and business.
• Manage Client executives’ presence in the Community Center, working closely with Client stakeholders, planning, and implementing communications in line with our community management methodology.
• Monitor and analyse community performance to ensure agreed KPIs are being met.

Required Skills and Experience

• Leadership Experience: Proven experience in leadership, including performance management, team motivation, driving team learning and development, setting objectives, delegation and prioritisation, building trust, handling difficult conversations, and empowering others.
• Language Proficiency: Fluent in English and either Italian or German, with exceptional written communication skills; copywriting experience is an advantage.
• Community Management: Experience in running or managing online communities (forums).
• Client-Facing Skills: Confident and experienced in client-facing work, understanding the value of live/video meetings.
• Communication Skills: Ability to effectively communicate information and ideas in written and verbal formats.
• Technical Proficiency: Knowledge and understanding of different online community (forum) platforms, ability to quickly learn new tools.
• Interpersonal Skills: Strong interpersonal skills, creative, diplomatic, and calm under pressure.
• Organisational Skills: Strong organisational and prioritisation skills, able to meet deadlines.
• Analytical Skills: Strong analytical and reporting skills.

Nice to Have

• Experience working in Customer Service.
• Fluency in Portuguese, French, Dutch, or Spanish.

This role offers an exciting opportunity to lead and develop a diverse team, implement impactful community strategies, and maintain strong client relationships. If you have a passion for community management and leadership, we invite you to apply.

We are an Equal Opportunities employer, we do not discriminate against any employee or applicant because of race, colour, religion, national origin, sex, physical or mental disability, or age. We are committed to creating a diverse and inclusive working environment.

Please note that we will carry out criminal and financial background checks on successful candidates.

Due to the high number of applications, we are only able to contact successful applicants.