Job Description

Hybrid with 2 days per week in the office

About Greenpark

Greenpark is a global, award-winning digital agency specialising in omnichannel search and social. Our raison d’etre is to create amazing content that people and algorithms love. How? Through data-led and performance-driven search and social content to help brands create meaningful connections that impact people's lives. Our unique expertise in Omnichannel Search & Insights, Creative Content and Performance Tech are delivered to our clients via an ad agency and in-house models. We do this for a global client portfolio including Unilever, Campari Group, AIA, Sanofi, Nestle, Lipton, Kimberley Clark, Straumann, Ricola, Globe Telecom, and more.

Want the real inside scoop? Our Playbook gives you a peek into how we work, collaborate, and get things done at Greenpark. Check it out here

Our Values

As a company, we strive and act together in our ambition to make a positive impact for the people and brands we serve, we do everything with kindness and respect at the core. ‘We Strive’,

‘Acting Together’,

‘With Kindness’ are the values that guide us.

About the role

As Community Director, you’ll lead community strategy and management across a portfolio of our EMEA clients, spanning Greenpark’s verticals including food and drink, health and pharmaceuticals, beauty and wellness, and luxury. You’ll own how Greenpark does community – our ways of working, our team and our tools – and make sure every conversation builds trust, loyalty and performance for the brands we serve. This is a data-led role: social listening, community insight and robust reporting sit at the heart of it, showing the value of community and feeding what audiences say and search for into content, social search and wider search strategy. You’ll understand the growing role community conversations play in how brands are surfaced by AI assistants and LLMs, and champion smart, responsible AI integration across community workflows. You’ll lead and grow a team of community leads and managers, act as a senior client partner and help shape Greenpark’s community offering for new business, working closely with our Social, Search & Insights, Influencer, Digital PR and Performance Tech teams. You’ll report to our Social Media Director.

What you’ll do

• Set and own community strategy for a portfolio of EMEA clients, defining how brands show up, engage and build loyalty across Instagram, TikTok, Facebook, YouTube, Reddit, LinkedIn and owned communities, aligned with Greenpark’s omnichannel search and social offering.
• Define and govern Greenpark’s community management ways of working – playbooks, tone of voice, response frameworks, SLAs, moderation, escalation, and issues and crisis management – ensuring consistent, compliant, high-quality community management across accounts, including regulated categories.
• Lead social listening and community insight across accounts, tracking sentiment, conversations, trends and the questions audiences are asking, and turning them into insight that shapes social, web, editorial and search strategy.
• Own community reporting and measurement – setting KPIs such as response times, sentiment, engagement quality and community growth, and building dashboards and monthly reports that demonstrate the business value of community.
• Use community and listening insight to drive social search and LLM visibility, informing content that is discovered in platform search and working with our Search & Insights team to understand how community conversations on platforms such as Reddit and YouTube influence how AI models surface and cite brands (GEO/AEO).
• Lead AI integration across community workflows – from listening and triage to response drafting, moderation and reporting – with clear quality standards, human oversight and guardrails, and upskill the team to use AI tools well.
• Build, lead and develop a high-performing team of community leads and managers, including resourcing, coverage models across time zones, tooling and training.
• Act as a senior client partner and lead on new business, presenting strategy, performance and recommendations, pitching Greenpark’s community offering and evolving it alongside our Social, Influencer, Digital PR and Performance Tech teams.

About you

• Significant experience (8+ years) in social media and community management, including senior agency experience leading community strategy and teams for brands across sectors such as food and drink, health and pharmaceuticals, beauty and wellness, and luxury.
• Deep community management expertise, with a track record of building playbooks, escalation and crisis frameworks, and managing communities and issues at scale – including within regulated categories such as pharma.
• Highly data-literate, with expert knowledge of community and social analytics, experience building dashboards (e.g. Looker Studio or Power BI), and the ability to turn data into clear insight that proves the value of community.
• Hands-on experience with social listening and community management platforms (such as Brandwatch, Talkwalker, Sprout Social, Emplifi or Khoros), and experience setting up the tools and processes a team needs to perform.
• A strong understanding of social search and how communities, comments and user-generated content help audiences discover brands and products on TikTok, Instagram, YouTube and Reddit.
• A clear understanding of social and community’s role in LLM visibility (GEO/AEO) – how community conversations and content influence how brands are surfaced and cited in AI search – and a curiosity about where this is heading.
• Practical experience integrating AI tools (such as Claude, ChatGPT, Gemini and AI features within listening and community platforms) into community workflows; experience developing AI guidelines or governance is a strong advantage.
• A proven people leader who builds and develops high-performing teams, with a collaborative, coaching style, and comfortable working within a global team across time zones.
• A confident senior client partner, experienced in presenting to senior stakeholders and leading pitches and new business.
• You live & breathe Greenpark’s core values ‘We Strive’, ‘Acting Together’, ‘With Kindness’ – championing openness, respect, innovation, and teamwork – so that every interaction, both internally and externally, reflects our commitment to our values.

At Greenpark, we believe the best ideas come from the widest range of perspectives. We welcome and celebrate every background, identity, and experience across our global workforce. By fostering a culture of respect, inclusivity, and collaboration, we’re committed to ensuring everyone’s voice is heard and everyone can thrive.

All applications shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status or any other protected characteristics.