Your Role: Senior Community Lead
As Senior Community Lead, you will be responsible for designing and leading a very exciting part of Global’s community strategy, building a high-value, engaged customer ecosystem that directly supports growth, retention, and advocacy.
This is a strategic role, not a social media management position. You will focus on who our community is, why it exists, and how it creates commercial and brand impact. You will work closely with Marketing, Product, Customer teams to ensure community insight and advocacy meaningfully shapes decision-making across the business.
You will act as a senior voice of the customer community within Global, translating community behaviour, sentiment and feedback into clear recommendations, stories and evidence that influence strategy.
What You’ll Be Responsible ForCommunity Strategy & Ownership
Define and own an exciting part of Global’s, long-term community and advocacy strategy, including purpose, audience, success metrics, and plans.
Design scalable community models that go beyond “engagement” and demonstrably support acquisition, retention, product adoption and brand trust.
Establish governance, principles and best practices for how Global shows up in the right community spaces.
Advocacy, Insight & Impact
Build a structured approach to customer advocacy, including reviews, testimonials, case studies, referrals and peer-to-peer recommendation.
Capture qualitative and quantitative insight from the community and translate it into clear, actionable recommendations for Product, Marketing and Customer teams.
Leadership & Cross-Functional Influence
Lead the narrative around customer impact, effectiveness and success, turning real community outcomes into compelling internal and external stories.
Own senior stakeholder updates on community insight, activation and performance.
Community Experience & Standards
Set the tone and standards for how Global engages with its community, ensuring interactions are thoughtful, consistent and aligned with brand values.
Oversee moderation and engagement frameworks to ensure a safe, inclusive and high-quality environment, without being day-to-day reactive.
Shape and oversee high-impact moments such as events, forums, roundtables or campaigns that strengthen relationships and trust.
What Success Looks Like
Within your first 3–6 months, you will have:
Delivered a clear, senior-level community and advocacy strategy aligned to Global’s brand and commercial objectives.
Defined success metrics that clearly demonstrate how community contributes to growth, loyalty and advocacy, not just engagement.
Established reliable feedback and insight loops that influence product decisions, messaging and customer strategy.
Built early proof points (case studies, testimonials, insight reports) that demonstrate the tangible impact of community investment.
What You’ll Need
Proven experience leading and building a community, advocacy or customer engagement strategy at a senior level.
Strong understanding of how community drives brand and commercial outcomes, with experience linking engagement, advocacy or insight to business performance.
Experience working cross-functionally with Product, Marketing, Customer and Commercial teams, influencing without direct authority.
Confidence operating at a strategic level, setting direction rather than simply executing tasks.
Ability to synthesise insight, feedback and data into clear narratives that resonate with senior stakeholders.
Excellent judgement, communication skills and attention to detail.
Experience building communities within B2B, SME or growth-focused environments is highly desirable.
This role is not focused on social media publishing or day-to-day content scheduling.
What You’ll Love About This Role
Think Big: You will have the opportunity to shape and grow a community around some of the UK’s most iconic media brands, creating impact that reaches millions.
Own It: From strategy to execution, you will take full ownership of building engagement, driving conversations, and championing the voice of our audiences.
Keep it Simple: You will cut through the noise with clear, authentic communication that connects people to our brands and makes every interaction meaningful.
Better Together: Collaboration is at the heart of what we do. You will work with passionate teams across Global to deliver community experiences that inspire and delight.
Top Skills
What We Do
The UK and Europe’s largest Radio & Outdoor company, Global is home to respected, national market-leading media brands broadcasting across the UK on DAB & FM and around the world on Global Player, including Heart, Capital, LBC, Capital XTRA, Capital Dance, Classic FM, Smooth, Radio X and Gold.
Global Player allows listeners to enjoy all of Global’s radio brands, award-winning podcasts, and expertly curated playlists, in one place in app, on web and on smart speakers.
Global is also one of the leading Outdoor companies in both the UK & Europe, with over 253,000 sites reaching 95% of the UK population. Global’s extensive and diverse outdoor portfolio encompasses Transport for London’s Underground network, almost all major UK airports including Gatwick, the UK’s largest portfolio of roadside posters and premium digital screens in prime locations, as well as the UK’s largest network of buses including all major cities.
On-air, on Global Player and with our outdoor platforms combined, Global reaches 51 million individuals across the UK every week, including 26.3 million on the radio alone.
