General Manager - Client Experience

We have an extremely exciting opportunity to join our Client Experience team as a General Manager, leading the Private Shopping team to deliver unparalleled service.

Our ambition is for Harrods Private Shopping to be the ultimate luxury shopping and lifestyle destination. Delivering world class service to Harrods’ most loyal clients and consistently exceeding their expectations is in our DNA. It goes without saying that our clients expect simplicity, ease, pace and most importantly personalised service, tailored to their needs, when they visit us.

About the Role

Our ambition is for Harrods to be the best private shopping and lifestyle destination in the world.  As we continue to strive for excellence, we are seeking a dynamic and experienced General Manager - Client Experience to join our team and lead the Front of House, Hospitality (Waiters, Hosts) and Concierge teams, as well as oversee the standards and offer across our luxury client spaces with direct influence on Kitchens, Housekeeping and Facilities.

As the Client Experience General Manager , you will be responsible for leading and inspiring your team to deliver the absolute highest level of service in each and every interaction.  Acting as a role model, you will guide, support and coach your team to be “world class” in everything they do. Anticipating client needs, delivering exceptional service and being the best is critical to achieving our ambition. You will also be responsible for the Food & Beverage offer and ensuring Facilities, Maintenance and Cleaning, are maintained to the highest standards across our luxury client spaces.

About You

You will be a seasoned operational leader with a proven track record of managing front of house teams, as well as being a dedicated professional with a passion for delivering superior client service and managing daily operations with efficiency and grace. Your visionary approach will be instrumental in expanding our service offerings and maximising commercial opportunities whilst leading by example. You will have expansive industry knowledge, and be able to revolutionize our concierge teams offering.

You will also:

• An expert in luxury hospitality, you’ve had experience working in high-end restaurants, hotels, private members clubs which include concierge services.
• Genuinely passionate about nurturing and developing colleagues and building a high-performing team of experts
• Oversee daily FOH & BOH operations, lead an drive excellent concierge service standards
• Natural ability to engage and motivate your team through inspirational story-telling
• Proven experience of influencing and persuading key stakeholders into action.
• Strong decision-making ability and an autonomous approach
• Passionate about delivering the very best for our clients, and luxury service standards at all times.
• Proven leadership experience in the luxury/hospitality sector.
• Cultural awareness and worldly knowledge, with an understanding of international etiquette.

About Us

Harrods is one of the world’s leading luxury department stores and we are 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 Private Shopping department is undergoing an expansion, set to enhance Harrods offerings and service to our amazing clients. This strategic growth not only reinforces our commitment to luxury and exclusivity but also positions us as a leader in the industry.

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

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.

While 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 do not meet every desired criteria but feel you have the skills and experience to thrive in this role as well as a genuine interest in working for Harrods and you can demonstrate an alignment with our values, we would encourage you to apply.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods