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Community Manager - Zavvi & IWOOT

The Hut Group


About The Hut Group

THG is one of the world's leading online beauty and wellbeing retailers, home to premium brands such as lookfantastic, Pro Bike Kit, GlossyBox, and Myprotein; all of which are powered by our industry-leading and award-winning technology platform, THG Ingenuity. Our 6000-plus employees represent 66 nationalities and work in offices located in 11 cities around the globe.

Our culture is fast- paced and unique, we recognise great achievements with great rewards. To support our ambitious growth, we are looking for commercially astute, ambitious individuals that can bring fresh and innovative thinking to THG and play a part in driving the Group forward on its truly exciting journey. THG believes in the power of meritocracy. We invest in the development of our people to help everyone achieve their full potential.

About the Division

Consumer is home to THG's heritage sites, that includes brands such as Zavvi, IWOOT, and Pop In A Box - some of Europe's largest online retailers for Licensed Movie Merchandise, Collectables of of all types and Gifting products.

There’s a real passion and drive within our innovative team, to both achieve and be part of something special. This hard working and driven culture has been key to driving rapid international growth. A focus on in-house produce and exclusive products through our print on demand facility, has accelerated evolution of the sites away from traditional entertainment retailers towards growing Merchandise and Collectable markets – an area we plan to continue our investment in. We are looking for creative, innovative, and resourceful people to come and join us on our exciting journey.

About the Role

Reporting in the Head of E-commerce, the Community Manager will lead and take full ownership implementing and communicating campaigns to our consumer in line with brand and marketing strategies.

At THG, we encourage and promote growth and exploration within your role and as such, the below list gives only a summary of the role remit:

  • Set and maintain a brand tone across all communications within the customer service space.
  • Manage and maintain all aspects of our Red Carpet paid loyalty scheme, including the acquisition and retention of members.
  • Respond to social comments in a timely manner and in line with brand tone.
  • Liaise with the E-commerce and Marketing teams to stay updated on new products and features.
  • Regularly liaise with our customer service team to ensure that we are informed about new products, offers and potential issues.
  • Coordinate with E-commerce, Marketing and PR teams to ensure brand consistency.
  • Monitor and report on customer service KPI's, feedback and online reviews and identify weak points to optimise.
  • Build relationships with customers, potential customers, industry professionals and journalists.


  • 1+ years industry specific experience as a Community or Customer Service Manager.
  • Excellent verbal and writing skills.
  • Ability to understand and empathise with our customer base.
  • Ability to identify and trace relevant community metrics.
  • Hands on experience with social media management for brands would be a plus.
  • Ability to interpret website traffic and online customer engagement metrics.
  • Knowledge of online marketing and e-commerce.
  • Impeccable attention to detail and ability to multi-task
  • An interest in popular culture, film, television and games would be beneficial.


  • Competitive salary.
  • Discounted Gym membership.
  • Access to onsite doctor.
  • Enrolled onto company pension plan.
  • Leadership and Development training throughout your career.