Customer Operations Executive

Our Customer Service Experience team is looking for a Customer Operations Executive to support the delivery of an exceptional, luxury service across all customer touchpoints. This role is ideal for someone who thrives in a fast‑paced, solutions‑focused environment and is excited to enhance both operational performance and the customer experience at Harrods.

About the Role

As a Customer Operations Executive, you will play a key role in ensuring our Customer Service teams have the tools, systems, and processes needed to deliver world‑class service. You’ll act as a central point of expertise, using your knowledge of our systems, operations, and procedures to drive improvements and champion best practice across the department.

In this role, you will:

• Drive process and system improvements, managing timelines, stakeholders, and key deliverables.
• Communicate progress, challenges, and solutions clearly to internal teams and partners.
• Coordinate seasonal and ad‑hoc operational activities to ensure smooth service delivery.
• Develop documentation, proposals, and requirements for system or process changes.
• Identify operational gaps and propose practical, customer‑centric improvements.
• Ensure compliance with data protection and security requirements.

This role is hybrid, based primarily at our Hammersmith office with occasional travel to other Harrods locations.

Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.

About You

You are a proactive, organised, and detail‑driven individual who thrives in a collaborative and fast‑paced environment. With previous experience supporting customer‑facing teams and an understanding of contact centre operations, you bring confidence, clarity, and a passion for problem‑solving to every challenge.

You will:

• Bring operational support experience, ideally within a premium or luxury environment.
• Demonstrate strong organisational and multitasking skills.
• Show strong analytical skills and attention to accuracy and detail.
• Be comfortable learning new systems and using tools such as Excel and Microsoft Office.
• Work collaboratively and build trusted relationships across teams.
• Provide thoughtful coaching and feedback to support the growth of others.

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.