Supervisor - Toys

Our Toys department is like no other. From life-size animals to world-famous collectables, it’s one of the most dynamic and engaging destinations in-store. We are now looking for a Supervisor to support the Retail Manager and lead by example in creating world-class customer experiences, ensuring the department runs smoothly every day.

About the Role

As a Supervisor, you’ll be at the heart of our Toys team, setting the standard for service and supporting your colleagues to deliver exceptional experiences for every customer. You’ll inspire and coach Sales Associates, ensuring they’re knowledgeable, confident, and motivated to achieve sales through service.

Alongside delivering memorable interactions on the shop floor, you’ll take responsibility for operational excellence. From running daily deployments, ensuring shop floor cover and queue management, to overseeing standards of visual merchandising and stock replenishment, you’ll help create a seamless shopping experience. You’ll also act as a point of escalation for customer queries, turning challenges into positive outcomes.

Key responsibilities include:

• Leading by example, delivering warm, personalised and memorable customer service
• Supporting the Retail Manager with day-to-day operations, including scheduling breaks, floor deployment, and managing till queues
• Coaching and supporting Sales Associates to grow product knowledge and customer service skills
• Driving sales through service, upselling and cross-selling across product ranges
• Maintaining immaculate visual merchandising and shop floor presentation standards
• Handling refunds and escalations with professionalism and integrity
• Monitoring performance indicators including NPS and sales vs budget, and supporting actions to drive improvement
• Supporting opening/closing routines and ensuring all operational policies are followed

This is a full-time, on-site role based in our Knightsbridge store, working five days out of seven, including weekends.

About You

You’ll be a customer-focused retail professional with proven experience in a fast-paced, service-driven environment. With strong communication skills and a passion for teamwork, you’ll thrive in leading and motivating others to achieve results.

You will:

• Have some supervisory or leadership experience, ideally within retail, hospitality or a luxury customer-facing role
• Be confident engaging and motivating a team, while setting the standard for excellence yourself
• Demonstrate strong organisational skills and attention to detail, with the ability to manage multiple priorities
• Remain calm and composed under pressure, with a solution-focused approach to challenges
• Bring strong product curiosity and be motivated to continually learn and share knowledge
• Be flexible to work across a seven-day schedule, including weekends and peak periods
• Take pride in your appearance, punctuality, and professionalism, representing the Harrods brand at all times

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.