Private Shopping Operations Manager

Our ambition is for Harrods Private Shopping to be the ultimate luxury shopping and lifestyle destination. The role of the Private Shopping Operations Manager will be to deliver the General Managers Service Strategy by the smooth running of all Transaction Processes, the delivery of all key performance indicators (KPI’s), controlling department procedures, operating standards, and maintaining paperwork for audit purposes.

About the Role

In this role you will be responsible for the day to day management of all Transaction Assistants activities, acting as the first escalation point for Client & store queries, liaising professionally with all relevant departments, supporting our clients, and building relationships. You will use your understanding of all Operational procedures across Stock and Transactions and be able to properly execute all systems, POS procedures, departmental operating procedures and agreed audit and security processes.

In addition to this, you will also be responsible for:

• Monitoring all transactional activity including refunds and exchanges, rejected/failed transactions, dispatch charges, VAT charges/export transactions, price overrides and invalids, as well as By Appt deposit article, Rewards 10% discount code to ensure standards are maintained and managed appropriately to agreed KPIs and SLA’s.
• Regularly reviewing procedures for improvements in efficiency and working practices, and to ensure that any recommendations are measured and implemented as agreed.
• Ensuring that all staff members, including themselves, are totally conversant and up to date with all relevant Till, AML Compliance, and reporting tool functionalities.
• Management and allocation of daily team duties including Receipt of stock and items to be charged, gift card sales, High value and complex transactions, customer not present orders, stock return.
• Maintaining accurate reconciliation records so all financial movements can be accounted for, ensuring that all documentation produced is accurate, filed appropriately and current

About You

To be successful in this role you will be required to provide the team with clear direction, development opportunities and coaching to ensure excellent service of the team’s internal and external customers. You will set appropriate standards of behaviour and manage performance issues in a timely manner.

You will also:

• Have experience with both stock and transaction procedures, with a strong understanding of operational processes.

• Inspire your team so they understand and engage with your journey and exceed performance targets is key.
• Build strong working relationships with stakeholders including Audit, Security and HR to ensure compliance with store instructions and policies specific to these areas.
• Be an excellent motivator, you will be highly visible and readily available to your team and implement regular meetings, huddles and coaching to ensure all colleagues are clear on business goals and how they contribute as well as how their department and division is performing and what is still to accomplish.
• Understand and properly execute all systems, POS procedures, departmental operating procedures and agreed audit and security processes.
• Be fully conversant with using Workday and people management tools.

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 our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods