Senior Community Engagement Manager, Community Leaders

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, 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 the 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

As a Senior Community Engagement Manager for Airbnb, you will be the voice of over 1,000 Community Leaders around the world. Community Leaders are volunteer hosts who lead local Host Clubs to collaborate, share, and collectively grow their business on Airbnb. 

You will support our Community Leaders by fostering healthy online conversations, while embodying the voice of Airbnb within the online Leaders Hubs, platform agnostic. You will demonstrate outstanding emotional intelligence and employ thoughtful, innovative strategies to foster meaningful discussions aligned with business and host priorities, and enhance retention within the Leaders Hub, while integrating key strategic touchpoints into your overall engagement plan.

You will also be responsible for appropriately escalating issues raised within the Leaders Hubs in a timely manner in partnership with the Community Voice team. 

Responsibilities:

Client Relationship Management

• Work closely with cross functional teams across the Airbnb organisation to update, educate, and activate our Community Leaders within the Leader Hubs.
• In partnership with Airbnb, develop and implement the Leaders Hubs engagement plan, complemented with business objectives and KPIs.
• Maintain a professional presence at all times and act as trusted advisor in all things related to community.

Community Engagement

• Relationship Management: 
• Play a critical role in guiding, nurturing and enabling Community Leaders as they migrate to a new platform. 
• Provide empathetic and actionable counsel as Community Leaders' role evolves during the new platform transition and beyond.
• Design and deliver programming and resources tailored to Community Leader feedback, ensuring relevance and impact.  
• Develop and distribute engaging content ideas and materials to Leaders on a weekly basis, and as needed for key moments.  
• Coordinate logistics and planning for both virtual and in-person events, including workshops and training sessions.  
• Foster trust and responsiveness by actively incorporating Leader feedback, addressing concerns, and aligning messaging with Airbnb’s expectations.  
• Educate hosts on key product updates and ensure timely, accurate feedback is relayed to internal teams for consideration and action.
• Performance tracking/reporting
• Monitor and analyze engagement within the Leaders Hubs, identifying key trends and opportunities, and regularly share actionable insights with cross-functional teams.  
• Leverage internal tools and data platforms to track and report on Host Club performance, ensuring transparency and alignment with strategic goals.
• Contribute to the execution and evaluation of special projects and pilot programs, clearly communicating outcomes and impact to Airbnb stakeholders.

• Experience in program management including end-to-end go to market delivery 
• Ability to build, nurture and mutually utilise relationships
• Fluent in English
• Strong, demonstrable copywriting skills
• Track record of working with VIP community cohorts
• Experience working cross functionally with stakeholders at differing levels
• Outstanding communication skills and confidence in dealing with people regularly on the phone/video calls
• Great listening and influencing skills; high emotional intelligence 
• Ability to take the initiative and work independently
• Self-motivated, flexible and able to manage several jobs at one time and to prioritise
• Strong analytical skills and ability to research information to provide answers
• Problem-solving attitude and proactive mindset
• Ability to manage conflicts effectively
• Flexibility to travel when and where required, for host events or company offsites
• Attentive to detail and organised
• Technical skills including knowledge of Facebook groups, Community platforms (forums), Salesforce, Google Suite, Events management tooling and Apple OS is an advantage
• Experience in managing Facebook groups, online communities (forums) or similar client-facing operational experience 
• Have a keen interest in hospitality and tourism.

Nice to have

• Additional language skills 
• Experience in relationship management or account management
• Events experience (organising, hosting or supporting) 
• Experience working in Customer Service

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 high number of applications, we are only able to contact successful applicants.