Community Manager

About ASOS

ASOS is a global fashion e-commerce brand that helps customers feel confident expressing themselves. The company values individuality and encourages people to bring their authentic selves to work. The team is based in London and this position is part of ASOS's Social and Editorial function, which shapes how the brand appears across social channels, culture and community.

ASOS is committed to supporting candidates who may need reasonable adjustments during the hiring process. The Talent team can help arrange this.

Role overview

The Community Manager owns the brand’s live presence across social communities. The role focuses on replying to comments, direct messages, mentions and other conversations in a way that feels warm, useful, stylish and recognisably ASOS.

This position also turns community activity into insight that can inform social, editorial, brand and marketing work. It plays a key part in keeping ASOS close to its audience and helping the wider business understand what customers care about.

Key responsibilities

The role covers community engagement, cultural listening, insight reporting, editorial alignment and cross-functional collaboration. The successful candidate will manage day-to-day interactions, watch for trends and audience signals, and share useful feedback with internal teams.

Community management and engagement

• Handle community interaction across major platforms such as Instagram, TikTok, Pinterest, YouTube and newer channels as they emerge.
• Reply to comments, messages, mentions and relevant conversations in a consistent ASOS voice.
• Support customers with fashion, product and styling questions in a confident, real-time way.
• Build positive relationships with customers, creators, stylists and other culturally relevant voices.
• Keep every interaction brand-safe, helpful, warm and aligned to ASOS tone of voice principles.

Real-time cultural listening

• Monitor social platforms, fashion culture, creator activity and audience behaviour for relevant opportunities and signals.
• Spot trends, conversations and moments early, and pass them to Social, Editorial, Talent and Brand Heat teams.
• Interpret what customers are liking, saving, sharing, asking for and talking about.
• Identify sensitive issues or risks quickly and escalate when needed.
• Stay on top of how audience expectations and platform culture differ from one channel to another.

Community insight and reporting

• Track sentiment, repeating topics, audience questions, product feedback and cultural patterns from community interactions.
• Convert qualitative community feedback into practical recommendations for content, editorial planning, talent work and brand responses.
• Provide regular updates that help colleagues understand audience mood and behaviour.
• Work with Social Optimisation and Brand Planning teams to link community signals to broader performance and brand learning.
• Maintain trackers, screenshots, examples and learning logs in an organised and usable format.

Editorial and brand voice alignment

• Work with the Editorial Manager to keep community replies aligned with ASOS's editorial voice and brand story.
• Apply tone of voice consistently across campaign posts, reactive moments and always-on conversations.
• Look for opportunities to turn community conversations into content ideas, social formats or brand moments.
• Make sure replies reflect ASOS values, style authority and customer experience standards.
• Feed audience language and examples back into briefs and future campaign thinking.

Cross-functional collaboration

• Partner with Social, Editorial, Talent, Brand Heat, PR and Customer Care teams to present a consistent brand presence.
• Bring the community perspective into planning, campaign reviews and performance discussions.
• Support reactive social activity with audience context, signals and tone recommendations.
• Share customer feedback with Brand Marketing and Commercial teams on products, launches, moments and campaigns.
• Help improve how community management connects with content planning and customer insight.

Who ASOS is looking for

ASOS is seeking someone with experience running social communities for a brand, publisher, creator, or fashion, lifestyle or culture-led business. The ideal candidate is social-native, comfortable with digital language and platform behaviour, and able to write creatively while adapting tone without losing brand consistency.

Strong fashion and cultural awareness is important, along with quick judgement, calm decision-making and the ability to manage a large volume of interactions while keeping the response quality high. The role also requires a collaborative mindset and the ability to turn community activity into useful insight for other teams.

Benefits

• ASOS employee discount
• Employee sample sales
• 25 days of paid annual leave plus one extra celebration day for a special occasion
• Discretionary bonus scheme
• Private medical cover
• Flexible benefits allowance that can be taken as cash or used for other benefits
• Access to personalised learning and development opportunities

Additional information

ASOS is a Disability Confident Committed employer and welcomes requests for reasonable adjustments during recruitment.