Head of Community - Client and Account Leadership

Overview

We invite applications for the leadership position of Head of Community, tasked with overseeing multiple online community forums for various clients. This role involves guiding several community management teams, shaping and delivering customized community strategies, and sustaining a positive, engaging atmosphere across all forums. The role is ideal for an individual with demonstrated expertise in online community management, client relations, and account leadership, who is ready to embrace their next career challenge.

Key Responsibilities

• Develop and nurture trustworthy relationships with a range of client stakeholders, providing education, consultation, and ongoing support tailored to their needs.
• Assertively maintain balance between the company's methodology and client requirements, confidently engaging in constructive discussions with clients.
• Effectively manage complexities arising from diverse client organizations and points of contact, representing communities with coordination among internal teams and partners.
• Ensure continuous care and consistently exceed client expectations by delivering exceptional value across all accounts.
• Proactively identify new growth opportunities for communities and leverage them strategically.
• Prioritize tasks and efforts efficiently across multiple clients, focusing on high-impact areas.
• Stay well-informed of the latest trends and innovations in community management to continuously enhance strategic thinking.
• Lead and manage teams of community managers and senior members across clients by setting clear KPIs aligned with strategic goals.
• Monitor team performance through reporting, offering insights and recommendations to optimize community outcomes.
• Support professional development and provide role-specific guidance to team members.
• Demonstrate leadership by collaborating with clients and fostering engaged communities.
• Maintain and grow in-depth knowledge of engaged community members to better serve and expand these groups.
• Exemplify company core values—accountability, support, responsibility, and curiosity—while managing internal resources and contributing learnings back to the wider organization.
• Coordinate cross-team projects aimed at enhancing operational efficiency, including new product development, problem-solving, and process optimization.
• Champion internal initiatives related to the company’s future direction, especially the integration of AI in community operations.
• Maintain clear and consistent communication across all stakeholders involved in these projects.

Essential Qualifications and Experience

• Proficient in leveraging digital tools and emerging technologies, including AI, to enhance workflow efficiency and quickly adopt new platforms.
• Excellent English communication skills, including presentation, listening, influencing, and high emotional intelligence.
• Successful track record in client leadership, delivering measurable value, and managing client accounts within corporate environments.
• Proven experience in leading teams, driving performance improvements, and embodying company values.
• Strong background in managing and nurturing online community forums with excellent engagement tactics and conflict resolution abilities.
• Analytical acumen in data gathering, interpretation, and storytelling to support informed decision-making.
• Strategic mindset capable of developing and implementing community and content strategies, spotting trends, benchmarking, and long-term planning.
• Highly organized with exceptional prioritization skills, proactively addressing challenges and crafting effective solutions.
• Resilience and composure in managing challenging situations confidently.

Desirable Attributes

• Experience working with technology-focused communities.
• Additional proficiency in European languages is considered an advantage.

About Standing on Giants

Standing on Giants is a pioneering agency specializing in brand-owned online communities for businesses. Originating from the innovators behind the community strategy of mobile disruptor giffgaff, the company serves major clients like Airbnb, Google, and Eon Next. It holds prestigious accolades such as the Khoros Kudos award for Best-in-Class and is the first online community company to achieve B Corp Certification, demonstrating a firm commitment to environmental and social responsibility. The company fosters a supportive and sustainable workplace culture centered on its people.

Recruitment Process

Standing on Giants is an equal opportunity employer committed to diversity and inclusivity without discrimination. Reasonable accommodations for interviews are available upon request. The procedure includes an initial 30-minute interview, a presentation task, a 1-hour main interview, and one or two follow-ups. Background checks will be conducted for successful candidates. As the volume of applications is high, only shortlisted candidates will be contacted.

Additional Information

• The role is remote-based within the UK with monthly travel expected to London.