Customer Operations Executive

We are looking for a Customer Operations Executive to lead the Operations Assistants in supporting the Customer Service team to deliver exceptional service to all Harrods customers through every contact, and across all touch points. This is achieved by having superior knowledge of our store, systems and processes; utilizing this information to drive performance and service, whilst also implementing change and systems & process improvements

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 will also be supporting our Customer Operations Assistants to deliver Business As Usual operational tasks within expected timescales. 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 also:

• Support the thorough testing of any new systems or system developments plus, create and or review processes and training material as required, to ensure the solution is fit for purpose, and defects or issues can be resolved before they are rolled out.
• Manage stakeholder relationships effectively to ensure they are clear on the status of any initiatives and actions, including progress, timelines and challenges. Delivering leadership and team presentations when necessary.
• Develop documentation, proposals, and requirements for system or process changes.
• Review and maintain the department strategy for dealing with disruptions with robust business continuity plans; ensuring Customer Service can continue operating with as little interruption as possible.
• Collaborate with the Data Compliance and Information Security teams to establish, review and update processes that will enable Customer Service to meet their legal obligations in terms of the Data Protection Act and PCI.
• Ensure Data Subject Access Requests and Deletions are processed within required timescales and that Harrods meets the industry standard criteria for protecting customer card data.

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 will have previous operations and stakeholder management experience, with strong organisational and time management skills to deliver work of high accuracy against deadlines. To be successful within this role, you will have excellent presentation skills with the ability to confidently lead briefings, provide trainings, and share information to the wider team and stakeholders across the business

You will:

• Be fully adept with all Microsoft packages, with an aptitude to learn other systems quickly.
• Be highly analytical with excellent problem solving and numeracy skills.
• Have excellent communication skills, both written and verbal.
• Be a team player who can develop and maintain trusted relationships with all levels in and outside of the business.
• 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.