Standing on Giants
Head of Community - Client & Account Leadership
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What we are looking for
We're seeking a skilled and dedicated Head of Community to lead the management of multiple client online community forums. In this leadership role, you will oversee several community management teams, taking the lead on the creation of each community's strategy and working together with your teams to implement it. This is an incredible opportunity for someone experienced in online community management who is ready to take on their next challenge.
We are looking for someone with experience in people, client, and account management, who understands the importance of building meaningful and trustworthy relationships with stakeholders and acting as the senior account lead. The ideal candidate will have a passion for community management, working hard to maintain a positive and engaging environment across each community and constantly striving to learn and innovate. They will be keenly engaged in the community management industry, and able to think beyond data to connect with people on a personal level.
About The Role
This role requires strong leadership to inspire, guide and develop your teams, ensuring seamless execution of each community strategy. You should be adaptable, quick to learn and capable of balancing the needs of multiple clients with the evolving demands of each community. If you are open, honest and collaborative in your approach, you'll thrive in this position.
Responsibilities
Client management:
- Build trusted relationships with multiple client stakeholders, educating them where necessary and consulting and supporting on their ongoing needs
- Confidently challenge and assert yourself with clients when necessary, balancing Standing on Giants' methodology with client needs
- Navigate the complexities of different client organisations and varied points of contact, representing each community and coordinating with internal stakeholders and external partners
- Ensure continuity of care and consistently deliver value across all clients, seeking to go beyond client expectations where possible
- Identify and take advantage of opportunities as they arise, with a proactive mindset that seeks out new possibilities for each community's growth and development
- Prioritise effectively across different clients, focusing your time and effort where it is most valuable
- Stay informed of community management trends, continuously learning, innovating and adapting to remain at the forefront of the industry, and using this knowledge as a foundation for community strategy
Team Management
- Lead and manage a team of community managers and seniors across multiple clients
- Establish clear, measurable KPIs to track performance, based on the SoG methodology and aligned to strategic goals; monitor performance and provide regular reporting with insights and recommendations to optimise results
- Provide ongoing support to your teams, focusing on role-specific guidance and professional development
- Model the way for your teams to work alongside client points of contact to grow and engage each community
- Support your teams in growing and maintaining key knowledge of each community's most engaged members, and how to better serve and grow this base
- Embody and role model Standing on Giants' core values of accountability, support, responsibility and curiosity, performing an exemplary leadership role — knowing how to utilise in-house resources, when to ask for help, and taking responsibility for bringing your learnings back to benefit the wider business
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Strategic Projects Support
- Coordinate across different teams in the company and manage additional projects that contribute to the company's success — developing new products, troubleshooting problems, and launching initiatives designed to reduce operational costs, optimise processes and reinforce community methodology
- Provide support and leadership for internal projects focused on the future of the business, including the adoption and application of AI across community operations
- Operate with accuracy and detail orientation, maintaining consistent lines of communication with all teams involved in each project
Essential
- Comfortable leveraging tools and technology (including AI) to improve efficiency, with the ability to quickly learn new platforms
- Fluent in English, with strong communication, presentation, listening and influencing skills, and high emotional intelligence
- Skilled in client leadership, with a strong track record of delivering and demonstrating value to clients and managing client accounts, and experience navigating and working effectively within a corporate environment
- Proven experience leading teams, driving performance, fostering development and role-modelling company values
- Experienced in managing and growing online communities (forums), with outstanding engagement skills including promoting productive behaviours and effectively managing conflict
- Strong analytical skills, including data collection and interpretation, and the ability to craft compelling narratives to inform decision-making
- Strong strategic skills, including community and content strategy development, trendspotting and synthesising, benchmarking and reporting, needs and competitive analysis, and the ability to think beyond immediate challenges to focus on the big picture and long-term goals
- Effective organisational and prioritisation skills, with a proactive, independent approach to identifying problems and developing solutions
- Resilient, able to navigate challenging situations with confidence and composure
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Desirable
- Experience working in a tech community
- Knowledge of other European languages is an advantage
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, Google and Eon Next, helping them launch successful communities that deliver real results. We are Khoros Kudos award-winners, 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. 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.
What to Expect During the Recruitment Process
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 let us know if you require any reasonable adjustments during the interview process.
The hiring stages include an initial 30-minute interview, a presentation, a 1-hour main interview, and one or two shorter follow-up interviews.
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.
Remote UK-based position with monthly travel to London required.
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