Senior Community Manager

What we’re looking for

We’re looking for a confident, client-facing professional who is self-motivated, flexible, and proactive, with the ability to build, nurture, and utilise relationships with stakeholders across different levels and functions. We welcome candidates who possess high emotional intelligence, outstanding written and verbal communication skills, and a proven capability in people management and running online communities.

About The Role

As a Senior Community Manager for Airbnb, you will focus on delivering the Online Community Strategy across the Airbnb Community Center. In this role, you will work closely with the Leads to ensure the strategy is implemented effectively, evolves in line with business needs, and consistently meets the requirements of the client.

This role requires a balance of independent ownership and cross-functional collaboration. You will manage a team of Community Managers, inspiring and motivating them to achieve set objectives, while also leading engagement campaigns and acting as a liaison between the community and cross-functional stakeholders. You will also represent the team in client calls and meetings, translating data into clear, actionable insight and communicating performance updates with confidence and professionalism.

Responsibilities

• Build and maintain strong client relationships, supporting the Leads and ensuring all activity aligns with agreed standards and expectations.
• Manage, coach, and develop a team of Community Managers, holding regular 1:1s and managing performance.
• Develop and lead strategies to strengthen connection, participation, and belonging across the Community Center Forum.
• Represent the team in client meetings, preparing and presenting reports that draw on qualitative and quantitative data to provide actionable insights.
• Oversee the implementation of the community strategy, taking ownership of content strategy during key events.
• Coordinate resources and tasks between teams to build an effective operating model and ensure the successful execution of projects.
• Educate community members on working methods and communication expectations, encourage positive behaviour, and manage instances of unstable or abusive behaviour.
• Monitor community performance against agreed KPIs, escalating risks and issues in a timely manner

Essential

• Experience managing or running online communities (forums)
• Proven people management capability, including experience in coaching, objective setting, and supporting team development
• Confident and credible in client-facing situations, with experience presenting to stakeholders at varying levels of seniority
• Outstanding written and verbal communication skills, including strong copywriting ability
• Strong analytical and reporting skills, with the ability to research information, translate data into clear client-ready insight, and provide well-evidenced answers
• High emotional intelligence, with strong listening, influencing, and conflict management skills
• A self-motivated, proactive, and solutions-focused mindset with the ability to take initiative and work independently
• Well organised and attentive to detail, with the ability to manage multiple priorities simultaneously and meet deadlines consistently
• Comfortable leveraging tools and technology (including AI) to improve efficiency, with the ability to quickly learn new platforms

Desirable

• Experience with or knowledge of SEO, AEO, and / or GEO
• Experience with Google Search Console and / or GA4

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, Sonos and Utilita, helping them launch successful communities that deliver real results. We were recognised as Best-in-Class at the 2020 Khoros Kudos Awards.

We are also proud to be the first online community company to attain B Corp Certification, reflecting our commitment to the highest standards of environmental and social responsibility. Our vision is a world where business works for the benefit of people and the planet, not just profit, powered by trusting and collaborative communities. That commitment shapes how we work every day. Our people are central to this, and we offer a range of employee benefits, a supportive and open environment, and a shared commitment to working as sustainably as possible.

What to Expect During the Recruitment Process

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 let us know if you require any reasonable adjustments during the interview process.

The hiring stages include an initial 30-minute interview, a written assessment, a 1-hour main interview, and up to two shorter follow-up interviews.

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.