Head of Community job at Toronto, Ontario, Canada Full Time

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, 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, it’s important that we 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’re seeking a skilled and dedicated Head of Community to lead the management of our client Sonos’ online communities across various social media platforms and forums. In this leadership role, you will oversee a team of community managers, with the support of a senior community manager. You will ensure a positive and engaging environment, deliver exceptional customer service, and maintain adherence to Sonos’ brand voice and guidelines.

As Head of Community, you will work closely with the Senior Community Manager to implement and evolve the online community strategy, ensuring its effectiveness. You will also collaborate directly with the client to meet their specific requirements, policies, and communication strategies.

This role requires strong leadership to inspire, guide, and develop your team, ensuring seamless execution of the community strategy. You should be adaptable, quick to learn, and capable of balancing the needs of the client with the evolving demands of the community. If you are open, honest, and collaborative in your approach, you’ll thrive in this position.

Responsibilities

Strategic planning and operational execution:

• Engage with the client to understand their needs and deliver solutions that provide measurable value
• Work with the client to define clear strategic objectives and develop and implement comprehensive content and operations plans to execute them effectively
• Establish clear, measurable KPIs to track performance based on the SoG methodology and ensure alignment with strategic goals and client objectives
• Monitor performance against KPIs and provide regular reporting with insights and recommendations to optimise results
• Stay informed of community management trends, continuously learning, innovating, and adapting to remain at the forefront of the industry

Community leadership & team management:

• Monitor and evaluate team performance against individual KPIs to ensure goals are met and drive continuous improvement
• Provide ongoing support to the team, focusing on role-specific guidance and professional development
• Embody and role model Standing on Giants’ core values of accountability, being supportive, responsibility, and curiosity in all actions and interactions
• Foster cross-functional collaboration by working closely with other teams to break down silos and ensure alignment across the company

Client management:

• Build a trusted relationship with client stakeholders, educating them where necessary, consulting and supporting with ongoing needs
• Confidently challenge and assert themselves with clients when necessary, balancing Standing on Giants’ methodology with client needs, while prioritising tasks effectively
• Ability to proactively identify and seize opportunities to drive community growth and development
• Navigating the complexity of the client’s organisation and varied points of contact, to represent the community whilst influencing and coordinating with internal stakeholders and external partners
• Ensure continuity of care, and consistently deliver on actions agreed with clients, where possible seeking to go beyond client expectations

Requirements

• Fluent in English with excellent communication skills especially in writing, including editing and content creation
• Skilled in team and client leadership, with a strong track record of delivering and demonstrating value to clients
• Experienced in navigating and working effectively within a corporate environment
• Experienced in managing and growing brand-owned social media communities
• Skilled in transforming challenges and negative situations into positive outcomes
• Resilient, able to navigate challenging situations with confidence and composure
• Able to maintain a positive attitude and outlook during difficult situations
• Proactive thinker, with a strong ability to independently identify problems and develop solutions
• Great listening and influencing skills; high emotional intelligence.
• Strong analytical skills with the ability to interpret data and craft compelling narratives to inform decision-making
• Strong presentation and communication skills, with the ability to synthesise large amounts of information and deliver clear, concise summaries
• Effective organisational and prioritisation skills
• Ability to think beyond immediate challenges, focusing on the big picture and long-term goals
• Able to understand an audience and adapt communication and strategies accordingly

Nice to have

• An understanding of European and North American markets
• Interested in the tech world and music industry
• Fluency in French, Dutch and/or German

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 large number of applications we receive we are only able to respond to successful applicants.