Community Manager in London

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, Sonos and Utilita, helping them launch successful communities that deliver real results. We are Khoros Kudos award-winners, recognizing 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 the 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

We are looking for an experienced UK-based Community Manager to join our team. As a Community Manager, you will implement the online community strategy by managing the daily activities of our Client’s online community. You will ensure that the community is a safe and healthy environment for its members and facilitate engagement in line with the community's purpose. You will ensure all activities within and between the community and the Client organisation are run efficiently and in conformance with the underlying principles of the company and business goals. You will work with the Client organisation, as part of a team of community managers and supported by the Head of Community, who will be your line manager. You will be hard‑working, adaptable and quick to learn. Highly self‑motivated – you’re the kind of person who’s always striving to do better. If you have an open, honest and collaborative approach to your job, you’ll fit right in.

Responsibilities

• Support the Community Management team to implement the online community management strategy based on the SoG methodology and in cooperation with the Client.
• Run the community daily in line with SoG community management methodology to create a safe and healthy environment for members and facilitate engagement in line with the defined strategy.
• Act as an advocate of our Client in the community, as well as an advocate of the community within the Client’s organisation, engage in dialogues with members and answer questions where appropriate, providing a superior quality of member service and support to the community.
• Manage community projects and activations alongside the Client, from planning to implementation and reporting, and ensuring that these are a success for community members and the Client organisation alike.
• Champion and support community members to create and run events, meetups and webinars.
• 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.

Required Skills & Experience

• Experience in running or managing online communities (forums), both front end and with content management systems.
• Experience in client stakeholder management.
• Experience organising, attending and reporting on online and offline community meetups and events.
• An interest in technology and a willingness to learn about new software and systems.
• Fluent in English, excellent communication skills, especially in writing, including editing and content creation.
• Ability to build and maintain relationships and collaborate with cross‑functional stakeholders - high emotional intelligence.
• Outstanding engagement skills including promoting productive behaviours, being relentlessly positive and effectively managing conflicts.
• Strong analytical skills, including data collection and reporting.
• Effective organisational and prioritisation skills.
• An interest in the wider community management industry.

Nice to have

• Experience working in Customer Service is desirable.
• Fluency in French, Italian, German, Portuguese or Spanish is a plus.
• Technical skills including Google Workspace and Mac knowledge is an advantage.

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.

Location: Remote role, based in the UK, with frequent travel to London.