Community Manager

Harrods; United Kingdom; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Harrods is looking for a Community Manager to shape customer connections across social channels and help drive engagement, loyalty, and brand advocacy. You will work with the Social Media Manager to oversee day-to-day community activities, monitor sentiment, and provide insights to inform social strategy and performance.

A hybrid working model is available with a mix of on-site and home-working. You will be the voice of the customer, building an inclusive online community while supporting crisis

Qualifications

• Experience in community management within fast-paced digital environments.
• Ability to engage customers across social platforms with empathy and professionalism.
• Strong data-informed decision making using audience insights.

Responsibilities

• Managing and engaging with social media communities with timely responses across owned channels.
• Moderating discussions to maintain a positive online environment.
• Monitoring sentiment and trends using social listening, sharing actionable insights with stakeholders.
• Supporting crisis and reputational management by identifying risks and escalating issues.
• Developing and refining community management processes, workflows, and reporting practices.

Skills

Social media platforms

Social listening

Analytics reporting

Written communication

Community engagement

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) As one of the world\'s most prestigious brands, and a highly sought-after employer within luxury retail, we aim to provide a working environment in which we can exceed both our customers\’ expectations and the expectations of each other. To maintain our high standards, we invest as heavily in our people as we do in our products and store. As well as offering an unforgettable experience for our customers, we offer an exciting, challenging and motivating environment for our employees. We demonstrate how we value our team through an extensive pay and benefits package, as well as through a number of programmes that reward and recognise employees for exceptional performance. Our employees can also accelerate their careers through opportunities to work with talented people, development training, and chances to raise their profile in the luxury retail sector.