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

Standing on Giants is seeking a skilled and dedicated Bilingual Senior Community Manager to manage Sonos's online communities across various social media platforms and forums. The ideal candidate will be responsible for fostering a positive and engaging environment, providing exceptional customer service, and maintaining Sonos's brand voice and guidelines.

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 collaborate closely with a corporate client, following their specific requirements, policies, and communication strategies. Additionally, you will lead your team to ensure adherence to established 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

• Fluent in English as well as either Dutch, German or French
• Excellent communication skills especially in writing, including editing and content creation
• Leadership experience is essential, including performance management, team motivation, driving team learning & development, objectives setting, delegation & prioritisation, building trust in employees, handling difficult conversations/challenges, empowering others to make decisions.
• Experience in running or managing online communities (social media and online forums)
• Strong analytical and reporting skills with backend analytics knowledge of Facebook, X (formerly Twitter), Reddit, Instagram and TikTok
• Understand the value of and are comfortable with live/video meetings
• Ability to effectively communicate information and ideas in written and verbal formal
• Ability to cope with a fast-paced and complex work environment
• A creative thinker that innovates and thinks outside the box to develop unique solutions and approaches.
• Effectively manages relationships and communicates tactfully in challenging or sensitive situations.
• Able to maintain composure and perform effectively in high-pressure environments.
• Strong organisational and prioritisation skills – able to meet deadlines
• Good technical understanding and ability to pick up new tools quickly

Nice to have

• Some experience working in Customer Service
• Fluency in Portuguese, Italian or Spanish is a plus
• Experience using Sprout Social for social media scheduling and reporting
• Experience using SalesForce

Key Responsibilities

Community Team Management

• Manage a team of Community Managers
• Inspire and motivate team members, effectively manage people, foster clear communication, and coordinate resources and tasks to achieve set objectives.
• Instil and exemplify all Standing on Giants values - Accountable, Supportive, Responsible and Curious.
• Lead by example, defining and ensuring adherence to standards and expectations, manage performance and set objectives, hold regular 121s, coach and develop team members.

Community Management & Strategy Implementation

• Deal and communicate with community members during crises, unstable or abusive behaviour, applying our methodology for member education.
• Alongside the client requirements, develop processes and playbooks for collaborative operations
• Take ownership of content strategy projects during events, lead planning, ensuring alignment with goals, and delivering engaging content.
• Effectively educate team members and build structured plans to maintain/improve KPI’s
• Monitor and analyse community performance to ensure agreed KPIs are being met.
• Educate community members on the way we work and how we expect people to communicate with each other by supporting the community.

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, including working closely with Client stakeholders, planning and implementing communications in line with our community management methodology.
• Lead the implementation of the community strategy, ensuring the project continuously moves forward and in line with client requirements.

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.