Social Media Community Manager - TOPSHOP TOPMAN

Working Here

Meetings, mood boards and strategy - it's all in a day's work here at head office. No time to sit back on our heels, this is the hub that powers everything we do. From fashion-forward designers to in-the-know buyers, our team at Topshop Topman HQ is unrivalled for talent. It's fast-paced, exciting and the perfect place to build a career in fashion. Join any part of the business, from Marketing to Finance, and you will shape the future of the most directional brands on the high-street.

The Job

Reporting into the Social Media Manager, the Community Manager will assist in the successful running of Topshop & Topman's social media presence. As the name suggests, this means all things that directly affect how much and how often our fans will engage with us across all our social media channels.

TSTM's Social Response is divided into two primary categories, Customer Care who deal with order, product enquiries and Community Engagement which are interactions which build a relationship between the brand and the customer. While these are handled by separate teams it's important that they work together.

The Community Manager will be responsible for managing our listening tool, liaising with the customer care team to ensure the best experience with our customers, and leading comms with PR in times of a crisis. They will also be the owner of all proactive customer outreach to reinvigorate brand perception in order to improve loyalty and excitement while driving advocacy to acquire new customers.

On top of this, the Social Community Manager will run the biggest visual engagement piece: how we use our customer’s content. This will mean selecting, approving and purposing the best UGC we see coming through our social content management tool against the popular #TopshopStyle hashtag.

General workflow assistance for other social team tasks is expected of this role as and when they arise.


  • Improving brand sentiment
  • Championing Social technologies & innovations in driving customer engagement & loyalty.
  • Driving traffic to, & Stores
  • Ensuring daily engagement is made for all contacts with the brand
  • Aligning international partners with tone of voice and weekly content packs
  • Strategically leading Brand tone of voice, guidelines and regular training with the customer care team based in Leeds
  • Managing our UGC tool to ensure customer’s content is being used across digital marketing activity in a timely and effective manner
  • Social Listening
  • Insights
  • Competitor Analysis
  • Crisis Management
  • Benevolent Engagement
  • Response Tone of Voice Oversight
  • UGC Generation
  • Measurement & Attribution

Must Haves


  • Solid Social Media & Community experience (agency or in-house)
  • Experience of working on an e-commerce website in a competitive consumer/retail vertical
  • Extensive knowledge of Social Community optimisation and marketing techniques
  • Ability to think creatively, analyze data and identify and resolve problems
  • Strong communication and presentation skills. Will require the confidence to assert recommendations to wider social team and other parts of the business.
  • Understanding of online consumer behavior and content consumption across websites, social media and email
  • Experience interacting within online communities and platforms, actively participating a brand on Facebook, Twitter, Youtube, Pinterest, Instagram, and Tumblr.


  • Analytical skills including familiarity with web analytics tools.
  • Strong collaboration skills and experience with working as a team player.
  • Project management skills to deliver multiple content projects, often at the same time.
  • Excellent social marketing conversation skills.
  • Excellent technical skills, illustrating professional expertise with social media technologies and advanced knowledge of tools like forums, blogs, live chats, social networks, forums, podcasts, wikis, and digital media.
  • Passionate about Topshop Topman, trends, social media and new technologies
  • Can-do attitude and great initiative


Added Extras

  • Generous holiday with holiday trading
  • 25% staff discount
  • Early finish summer hours
  • Access to sample sales
  • Regular team and company social events
  • Pension scheme
  • Company bonus scheme
  • Interest free season ticket loan

We regret, due to volume, only suitable applicants will be contacted

You’ll find every Arcadia brand shares the same values. We all start with letting people be themselves. We are informal while professional, and we are all about mixing fun with commercial nous. Throughout your career with us we will help you develop, and give you the chance to influence our future. It's not only our products but our people who drive our success. Our people are at the heart of everything we do.