Personal Shopping Operations Manager

Our Personal Shopping team are looking for an Operations Manager to work alongside them to ensure all resources are used to their full ability, working to achieve targets using the Client Development Managers service strategy.

You will be responsible for providing day to day management of all Personal Shopping Coordinator activities, acting as the first point of contact for stock and store queries, liaising professionally with all relevant departments and building relationships with stakeholders across the whole business. 

About the Role 

In this role, you will be responsible for the smooth running of transaction processes, the delivery of key performance indicators (KPIs), controlling stock processes, operating standards and maintaining paperwork. You will provide the team with clear direction, development opportunities and coaching to ensure that all clients experience excellent customer service. 

You will also be responsible for: 

• Setting appropriate standards of behaviour that align with our Values and expectations; this can range from dress code to stockroom, shopfloor and office standards. 
• Managing team performance and any issues that may arise; dealing with these in a firm and timely manner. Conducting quarterly and annual performance reviews for the Personal Shopping team to monitor team performance.  
• Creating a genuine and open, two-way feedback culture. Constantly and naturally giving recognition, praise, and honest whilst constructive feedback.  
• The delegation of daily team duties – these include receipt of stock, gift card sales, customer not present orders and stock returns. 
• Maximising stockroom space, along with the movement of stock across all Harrods sites 
• Ensuring that high value cash/card or high-risk transactions are processed while complying with any legal obligations. 
• Operations that take place within our personal shopping team, such as till functions, being able to understand and properly execute all systems, POS procedures, departmental operating procedures and agreed audit and security processes. 

About You 

As the Personal Shopping Operations Manager You will be someone with a deep understanding of our luxury client’s expectations and lifestyle. You will have excellent leadership skills, being able to confidently delegate within the team and act as a role model to others. You will also have excellent communication skills as you will be consulting with a variety of different stakeholders and teams on a day to day basis. You will have experience in till functions and support services to deal with complex transaction processes, following all legal obligations and guidelines. 

To be successful within this role, you will also: 

• Be a problem solver who can manage complex issues. 
• Be an expert decision maker, confident to assess risk.  
• Have the ability to deliver an exceptional and expert service while collaborating with both our customer and retail teams. 
• Maintain and raise the department’s profile throughout the store by ensuring that the Personal Shopping department and team are always portrayed as professional, courteous, approachable and efficient.