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:
PermanentDepartment:
Social Media (Shelan Kafoor)Skills Required
- Experience in community management
- Strong knowledge of social media platforms
- Experience with social listening tools and analytics reporting
- Excellent written communication skills and strong attention to detail
- Experience managing community engagement workflows and working to service level agreements
- Experience within a retail, consumer, or luxury brand environment
What We Do
As many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to serve the needs and aspirations of our customers, to create new stories and bring moments of delight. Whomever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy, and care. #TogetherHarrods Open since 1834 by Charles Henry Harrod and now owned by Qatar Holding Authority, we are truly unique - a house of maisons, a modern atelier, a workshop of wonders, a convener, patron and celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category. Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers. Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story
