Senior Community Engagement Manager - Expanding beyond the core

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 Engagement Manager, you will lead the online community strategy through managing the daily activities of Airbnb’s host communities. You will work closely with Airbnb, adhering to their specific requirements, policies, and communication strategies.

You will be the face and voice of the host community for hosts as part of 'Expanding beyond the core’. This role works across functions, with the relevant Airbnb product, policy, operations and legal teams. You will be key in onboarding and supporting hosts as part of this new community.

You will help cultivate positive engagement across the emerging community by fostering constructive conversations and moderating to support an environment that is in keeping with Airbnb's mission and values. You will help ensure activities within the communities and with Airbnb are run efficiently and aligned to the strategic direction of Airbnb.

This role requires strong leadership skills as it is expected that you will be managing, guiding and inspiring others both internally and externally.

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

• Work closely with cross-functional teams across the Airbnb organisation to bring updates, education and activation in our host community.
• Build, integrate and implement the community plan, complement business objectives and KPIs.
• Maintain a professional presence at all times and act as a trusted advisor in all things related to your community area.

Community Management and Strategy Implementation

• Lead day-to-day community operations and content projects, using SoG methodology to foster a safe, engaging space aligned with organisational goals.
• Serve as a bridge between the organisation and its communities, engaging members, answering questions, and delivering high-quality support.
• Escalate issues and feedback raised by the community in a timely manner in partnership with the Community Voice team.
• Support members during crises, and educate members with unstable or abusive behaviour by applying SoG’s methodology.
• Analyse community performance to ensure agreed KPIs are being met, and demonstrate consistent innovation and creativity in engagement strategies.

Community Growth:

• Onboard, and support beginner hosts in a newly formed community
• Develop and adjust methods for connecting hosts
• Evaluating and championing voice of the host, cross-functionally

Requirements

• Proven track record of building a community from scratch
• Communication Skills: Ability to effectively communicate information and ideas in written and verbal formats.
• Client-Facing Skills: Confident and experienced in client-facing work, understanding the value of live/video meetings.
• 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.
• Community Management: Experience in running or managing online communities (forums).
• Interpersonal Skills: Strong interpersonal skills, creative, diplomatic, and calm under pressure.
• Technical Proficiency: Knowledge and understanding of different online community (forum) platforms, ability to quickly learn new tools.
• Organisational Skills: Strong organisational and prioritisation skills, able to meet deadlines.
• Analytical Skills: Strong analytical and reporting skills.

Nice to Have

• Have a keen interest in small business operations
• Experience working in Customer Service.
• Fluency in additional languages: Spanish, French, Italian or German.

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.