Social Media Community Manager - Bilingual

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, Tesco Bank and Utilita, helping them launch successful communities that deliver real results. We are Khoros Kudos award-winners in 2020, 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, we must 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

Standing on Giants is seeking a skilled and dedicated Bilingual Social Media Community Manager to manage Sonos' online community and select social media channels. The ideal candidate will be responsible for fostering a positive and engaging environment, providing exceptional customer service, and maintaining our clients brand voice and guidelines, whilst deploying Standing on Giants Methodology as relevant.

As a Social Media Community Manager you will implement the online community strategy through managing the daily activities of Sonos' online community and social media channels. You will ensure that all community members experience a safe and healthy environment and you will facilitate engagement in line with the community purpose, which may continually evolve over time. You will ensure all activities within the community and between the community and its parent business are run efficiently and in conformance with the underlying principles of the company and business goals. You will be working alongside other community managers and supported by a Head of Community and Senior Community Manager in your time zone, however this role requires an independant and professional thinker.

You will have an interest and experience in pursuing community data and insights using different tools to monitor, track and elevate community voice both quantifiably and in a qualified state.

You will be hard-working and quick to learn. Highly self-motivated – you’re the kind of person who’s always striving to do better. If you have an open, honest and collaborative approach to your job, you’ll fit right in.

Responsibilities

Community Management:

• Run the community daily in line with SoG community management methodology to create a safe and healthy environment for members and facilitate engagement in line with the defined strategy
• Act as an advocate of the organisation in the community, as well as an advocate of the community within the organisation, engage in dialogues with members and answer questions where appropriate, providing a superior quality of member service and support to the community
• Deal and communicate with community members during crises, unstable or abusive behaviour applying SoG’s methodology for member education
• Monitor and analyse community performance to ensure agreed KPIs are being met and send regular quantitative and qualitative reports on the community’s progress to the Client.
• Facilitate online and offline discussion with various cohorts including client colleagues and highly engaged community members

Project Management & Administration:

• Assist in the ongoing project management and administration tasks related to community management, ensuring smooth operation and communication within the team.
• Collaborate with the Standing on Giants team to provide strategic and operational support as needed.

• Fluent in English as well as either Dutch, German or French 

• Excellent communication skills especially in writing, including editing and content creation
• Ability to build and maintain relationships and collaborate with cross-functional stakeholders - high emotional intelligence
• Experience with various Social media platforms is essential
• Backend analytics knowledge of Facebook, X (formerly Twitter), Reddit, Instagram and TikTok highly advantageous
• Outstanding engagement skills including promoting productive behaviours, being relentlessly positive and effectively managing conflicts
• Strong analytical skills, including data collection and reporting
• Effective organisational and prioritisation skills
• Technical skills including community platform, Google suite and Mac knowledge is an advantage
• Experience in running or managing online communities (forums) or similar client-facing operational experience
• Experience organising, attending and reporting insights for online and offline community meetups and events

Nice to have

• Some experience working in Customer Service
• Fluency in Portuguese, Italian or Spanish is a plus
• Experience using Sprout Social for social media scheduling and reporting

• Experience using SalesForce

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.