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, AWS, Google, and Eon Next, 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 Lenovo Legion’s online community forum and Discord. In this leadership role, you will oversee a team of community managers, taking the lead on the creation of the online community strategy and working together with your team to implement it. This is an incredible opportunity for someone experienced in gaming and the online community management field who is ready to take on their next challenge.
We are looking for someone with experience in both people and client management, who understands the importance of building meaningful and trustworthy relationships with stakeholders and members alike. The ideal candidate will have a passion for gaming and community management, working hard to maintain the positive and engaging environment that has been built and constantly striving to learn and innovate. They will be keenly engaged in the gaming and community management industries, and able to think beyond data to connect with people on a personal level.
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
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.
- Lead the community management team to engage and create content, as well as working alongside client points of contact to build successful campaigns to grow and engage the community.
- Gain and maintain key knowledge of your community’s highly engaged members and how the team can grow this base as well as better serve and engage them.
- Embody and role model Standing on Giants’ core values of accountability, being supportive, responsibility, and curiosity in all actions and interactions.
- Perform an exemplary role as a leader within our business, understanding how to utilise the resources we have in-house and when to ask for help, as well as taking the responsibility to bring your learnings back in order to benefit the wider business.
Strategic planning and operational execution:
- Stay informed of both gaming and community management trends, continuously learning, innovating, and adapting to remain at the forefront of the industry, and using this knowledge as a foundation for all community strategy.
- Collaborate with clients to understand needs, define strategic objectives, and deliver measurable, value-driven solutions through effective content and operations plans.
- Establish clear, measurable KPIs to track performance based on the SoG methodology and aligned to strategic goals and objectives. Monitor performance and provide regular reporting with insights and recommendations to optimise results.
- Ensure alignment across multiple EMEA markets, allowing for local iteration whilst keeping the overall strategy cohesive and coordinated.
- Where possible, collaborate with other channels within the Lenovo engagement ecosystem, ensuring that the community is an integral part of this ecosystem whilst also complementing the other channels.
- Ability to identify and take advantage of opportunities as they arise, with a proactive mindset that seeks out new possibilities for the communities’ growth and development
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.
- Navigating the complexity of the client’s organisation and varied points of contact, to represent the community and influence and coordinate with internal stakeholders and external partners.
- Ensure continuity of care, and consistently deliver on promises made to clients, where possible seeking to go beyond client expectations.
Requirements
- Fluent in English and excellent communication skills especially in writing, including editing, translating and content creation
- Strong presentation and communication skills, with the ability to synthesise large amounts of information and deliver clear, concise summaries.
- Skilled in client leadership, with a strong track record of delivering and demonstrating value to clients; experienced in navigating and working effectively within a corporate environment.
- Proven experience in leading teams, driving performance, fostering development, and role-modelling company values.
- Experienced in managing and growing online communities (forums), preferably within the gaming industry. Outstanding engagement skills including promoting productive behaviours and effectively managing conflicts.
- Great listening and influencing skills; high emotional intelligence
- Strong analytical skills, including data collection and reporting
- Effective organisational and prioritisation skills
- Technical skills including community platform, google suite and Mac knowledge
- Great strategic skills including community and content strategy development; trendspotting and synthesising; benchmarking and reporting; needs and competitive analysis.
- Ability to think beyond immediate challenges, focusing on the big picture and long-term goals.
- Strong analytical skills with the ability to interpret data and craft compelling narratives to inform decision-making.
- Effective organisational and prioritisation skills; proactive thinker, with a strong ability to independently identify problems and develop solutions.
- Resilient, able to navigate challenging situations with confidence and composure.
Nice to Have
- Good cultural understanding of the EMEA markets
- Experience working in a gaming community
- Knowledge of other European languages 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.
Remote position with monthly travel into London required.
Due to the large number of applications we receive we are only able to respond to successful applicants.
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