Floor Manager - Client Experience

Our Private Shopping team is now looking for a Client Experience Floor Manager to lead the delivery of exceptional, personalised service for some of Harrods’ most valued clients. This is a rare opportunity to help shape the experience in our world-class Private Shopping Penthouse, ensuring our ultra high-net-worth clients receive nothing short of excellence at every touchpoint.

About the Role

As the Client Experience Floor Manager, you will be the operational heartbeat of our Private Shopping space – overseeing the day-to-day running of the Penthouse and Private Service Suite (PSS) and ensuring every element is guest-ready. Whether supporting suite transitions, resolving service escalations or hosting clients alongside the front-of-house team, your presence will ensure a flawless, luxurious environment.

You will work closely with the Assistant Managers for both hospitality and FOH, taking a hands-on approach to service delivery while coaching, supporting and upskilling your team in real time. From managing events to leading space audits and maintaining service excellence, you will be a visible leader, trusted by clients and respected by colleagues.

Key responsibilities include:

• Overseeing daily operations of the Penthouse and PSS, ensuring seamless execution of bookings and lounge usage
• Conducting regular floor walks, maintaining an impeccable client-facing environment and managing space readiness
• Greeting and hosting Private Shopping clients, setting the tone for service excellence
• Handling complaints or escalations with calm professionalism, always aiming to turn challenges into positive experiences
• Coaching the team on the floor, providing immediate support and guidance where needed
• Acting as a key liaison for brand activations and events within the space, ensuring high standards of delivery
• Collaborating with hospitality, FOH and Client Delivery teams to prepare for surprise-and-delight moments and ensure smooth transitions
• Sharing best practice and supporting the upskilling of Assistant Managers across the department
• Taking ownership for service audits, lounge speed-of-service KPIs, and weekly space management

This is a full-time, on-site position based in our Knightsbridge store, including regular weekend shifts.

About You

You’ll be a confident, emotionally intelligent leader with a deep understanding of luxury service and the expectations of high-net-worth clients. Your attention to detail, hands-on approach, and ability to lead from the front will make you a trusted presence on the floor and a role model for the wider team.

You will:

• Have proven experience working with private or UHNW clients in a high-end or luxury environment
• Be confident managing people, coaching on the job and handling performance conversations professionally
• Thrive in fast-paced, high-touch environments and adapt quickly to last-minute changes
• Be organised and service-focused, with excellent attention to detail and time management
• Be comfortable managing space, event timelines and multiple client interactions at once
• Be resilient, self-aware, and able to maintain high standards under pressure
• Be flexible to work evenings, weekends and across a dynamic events and hospitality calendar

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.