Community Manager

Harrods; London Borough of Hammersmith and Fulham; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Harrods is seeking a Community Manager to shape meaningful customer connections across social channels and help grow engagement, loyalty, and brand advocacy.

You will work with the Social Media Manager and wider teams to manage day-to-day community activities, monitor sentiment, and provide insights that inform social strategy. The role includes hybrid working with a mix of on-site and home-working as needed.

Qualifications

• Proven experience in community management for retail or luxury brands.
• Strong written communication with attention to detail.
• Ability to analyse social data and report insights.
• Experience working with SLAs and cross-functional teams.

Responsibilities

• Manage and engage with social media communities across owned channels.
• Moderate discussions and uphold a positive online environment.
• Monitor sentiment and trends; share actionable insights.
• Support crisis and reputational management when needed.
• Help define community processes, workflows, and reporting.

Skills

Social media platforms

Social listening tools

Analytics reporting

Written communication

SLA adherence

Tools

Social listening tools

Job description

Join our Marketing team as a Community Manager, where you'll shape meaningful customer connections across social channels and help drive engagement, loyalty, and brand advocacy.

About the Role

As Community Manager, you will play a pivotal role in delivering an engaging and responsive social media experience for our audience. Working closely with the Social Media Manager and wider business teams, you will oversee day-to-day community management activities, monitor audience sentiment, identify emerging trends, and provide valuable insights that inform social strategy and performance. You will act as the voice of the customer, ensuring every interaction reflects our brand values while helping to build a thriving online community.

Key responsibilities include:

• Managing and engaging with social media communities through timely, customer-focused responses across owned channels and user-generated content.
• Moderating discussions and maintaining a positive, inclusive, and respectful online environment in line with community guidelines.
• Monitoring audience sentiment, social conversations, and emerging trends through social listening activities, sharing actionable insights with key stakeholders.
• Supporting crisis and reputational management by identifying risks, escalating issues, and helping to implement response plans when required.
• Developing and refining community management processes, workflows, and reporting practices to optimise engagement, performance, and operational effectiveness.

Depending on your role, you may be fully on-site or have a mix of on-site and home working – this is what we refer to as ‘Hybrid’. Our hybrid working policy allows colleagues to work from home for part of the week, with a minimum of three days on-site, depending on business needs.

Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.

About You

You will be an experienced community management professional who thrives in a fast-paced digital environment and enjoys building genuine connections with online audiences. You will be confident engaging with customers across social platforms, balancing empathy and professionalism while representing the brand's voice. You'll have strong organisational skills and the ability to manage competing priorities, using data and audience insights to inform your decisions. As a proactive and adaptable individual, you'll embrace change, respond positively to feedback, and continuously look for ways to improve both customer experience and community performance. Experience within a retail, consumer, or luxury brand environment would be advantageous.

You’ll also have:

• Strong knowledge of social media platforms, social listening tools, and analytics reporting.
• Excellent written communication skills with a keen eye for detail and accuracy.
• Experience managing community engagement workflows and working to service level agreements (SLAs).

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

Uniquely You

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.

Additional Information

Time Type: Permanent

Department: Social Media (Shelan Kafoor)