Community Engagement Lead – Social Media

Job Description

Are you excited to build direct and lasting relationships with grown-up LEGO builders, fans and creators?

Bring your skills in community management to the table to make our communities feel recognised and valued!

This role is based in Slough, UK and will follow our best of both hybrid working model (three days in the office). No relocation assistance is offered for this position.

Core Responsibilities

• Be an online community expert with a deep understanding of current, new and emerging earned audience platforms, and ecosystems with a focus on social media and reviews.
• Implement social strategies for LEGO communities on earned channels, ensuring smooth workflows and processes.
• Provide guidance and support to community engagers and perform quality checks on engagements.
• Handle dialogue with online community members across owned platforms building and maintaining relationships, utilising the LEGO Tone of Voice, and tailoring engagement to channels and audiences.
• Monitor the effectiveness of moderation tools and positively influence the health of social communities.
• Monitor brand-sensitive issues and review responses to any escalated complaints or policy inquiries.
• Pilot new platforms, crafting new processes and training material.
• Curate content for newsletters and reports.

Play your part in our team succeeding

The Community Management and Moderation (CMM) team is part of the Consumer and Shopper Engagement (CSE) department, a team of around 1000 employees with offices in the UK, Germany, USA, Denmark, Singapore and Shanghai, supporting 5 million customer engagements per year across multiple channels. Our customers are based around the globe!

To support our ambitions to build direct and lasting relationships, we are engaging with kids, grown-ups, fans and creators in owned and earned spaces to make them feel recognised and valued, to grow healthy communities, to drive membership and protect the LEGO brand.

This role is a senior engager and community expert who handles complex community tasks, utilises audience, product and brand expertise, published and runs community activities and utilises insights to prioritise engagement activities. They guide the engager team in engagement activities, collaborate with partners on daily and support tasks and support the Community Activation Manager and Creator Relationship Manager.

Do you have what it takes?

• Significant experience in building and nurturing an engaged and supportive community across social platforms, fan forums and other owned channel experiences.
• Experience in starting and steering platform conversations.
• Familiarity with various communication tools, social media platforms, and community management software.
• Excellent writing, communication, and tone of voice skills.
• Solid understanding of audience strategy and fandom.
• Proven community moderation skills and experience in implementing community guidelines and addressing inappropriate behaviour.
• Confidence in analysing platform data to measure the effectiveness of community initiatives and identify trends.
• Ability to early identify and crisis-manage negative behaviour and reputational risk within various communities, collaborating with partners as appropriate.
• Strong understanding of the LEGO brand.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

• Family Care Leave - We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.
• Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.
• Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
• Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. For all candidates, if you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.