Head of Community Lead

7 days ago

Toronto, Ontario, Canada Standing on Giants Full time
About the Role

We are 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.

Key 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.

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.
  • 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.
Requirements

The ideal candidate will possess excellent communication skills, particularly in writing, including editing and content creation. They should have experience in team and client leadership, with a strong track record of delivering and demonstrating value to clients. The candidate should also be able to navigate and work effectively within a corporate environment.

In addition, they should have experience in managing and growing brand-owned social media communities, as well as transforming challenges and negative situations into positive outcomes. A proactive thinker, able to independently identify problems and develop solutions, is essential for this role.

The salary for this position is estimated at £65,000 per annum, depending on location and experience. We offer a competitive package, including a range of employee benefits, a supportive and open work environment, and opportunities for professional development and growth.

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