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, Lenovo, 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 the online community strategy through managing the daily activities of clients’ online communities. You will work closely with corporate clients, adhering to their specific requirements, policies, and communication strategies. 

You will ensure that the communities are safe and healthy environments for their members and you will facilitate engagement in line with the community purpose. You will ensure all activities within the communities and between the communities and parent businesses are run efficiently and in conformance with the underlying principles of the companies and business goals. 

In this role, you will also work across the wider community success team alongside the Head of Community and the Head of Community Management Services on a variety of Standing on Giants projects, including consultancy, research, and training.

This role requires strong leadership skills as it is expected that you will be managing, guiding and inspiring other Community Managers as your communities mature and grow.

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.

Key responsibilities

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.
• 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.

Community Management and Strategy Implementation

• Lead daily community operations and event-based content strategy projects, applying SoG methodology to create a safe, engaging environment that aligns with organisational goals and strategy.
• Act as an advocate of organisations in communities, as well as an advocate of the communities within the organisations, engage in dialogues with members and answer questions where appropriate, providing a superior quality of member service and support to the community.
• Deal and communicate with community members during crises, unstable or abusive behaviour, applying SoG’s methodology for member education.
• Monitor and analyse community performance to ensure agreed KPIs are being met, and send regular quantitative and qualitative reports on the community’s progress to the Client.

Community Team Management

• Manage Community Managers, covering a range of client communities.
• 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.

• Client-Facing Skills: Confident and experienced in client-facing work, understanding the value of live/video meetings.

• Community Management: Experience in running or managing online communities (forums).
• Communication Skills: Ability to effectively communicate information and ideas in written and verbal formats.
• 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.
• 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 multiple languages

This role offers an exciting opportunity to implement impactful community strategies, maintain strong client relationships, and lead others. 

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.