Emily Smith
Community Manager @Harrods
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WORK HISTORY
Community Manager @Harrods
London, GB
Leading the management and execution of Harrods global always-on community strategy across 8+ social accounts, acting as the voice of @harrods,@harrodsman,@harrodsfood,@harrodsrestaurants,@harrodsbeauty,@hbeauty TikTok,@harrods TikTok and Harrods Facebook- Deliver and execute the overarching community strategy for Harrods, driving loyalty and engagement at scale- Proactively monitor brand sentiment, manage crises in partnership with Corporate Affairs, and escalate reputational risks- Identify and take down fraudulent, scam or copyright-infringing accounts across social platforms- Carry out daily risk assessments across all brand social media accounts to ensure brand safety- Plan and execute competitions from concept and legal compliance through to delivery and winner fulfilment- Track, analyse and report on community performance through post-campaign wrap-ups and insight-led recommendations- Build FAQs in partnership with relevant teams to support Customer Service during campaigns and product launches- Utilise social listening to identify key trends, brand advocates and relevant cultural moments to activate- Collaborate with PR, VIP, and Content teams to celebrate UGC, spark conversations, and amplify campaign messaging.
EDUCATION
Great Marlow School
GCSE's and A Levels
University for the Creative Arts
Bachelor’s Degree, Fashion Promotion And Imagining
ABOUT EMILY SMITH
An ambitious Community Manager, crafting and nurturing vibrant online communities for some of the world\'s leading brands. Creating meaningful connections between brands and their audiences. Community Building: Developing and nurturing online communities that not only support but actively promote brand loyalty and advocacy.Content Strategy: Crafting compelling and relevant content that resonates with diverse audiences across various social media platforms.Customer Engagement: Implementing effective engagement strategies that turn followers into brand evangelists, ensuring a positive and consistent brand experience.Crisis Management: Navigating complex situations with tact and professionalism to protect and enhance brand reputation.Analytics and Insights: Utilising data-driven approaches to measure success, inform strategies, and drive continuous improvement.
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