Job type Full Time

Location: Hammersmith

Sector: IT

Contract type Permanent

We’re looking for a talented SAP CX Operations Analyst to become a key part of our growing SAP CX team at Harrods. In this role, you’ll be at the heart of our customerfocused technology landscape — providing first and second line support, triaging and resolving issues, and diving into troubleshooting and investigations. More complex challenges will be escalated to our thirdline specialists, but you’ll be the first to spot, analyse, and guide solutions.

About the Role

As an SAP CX Operations Analyst, you’ll support both production and nonproduction application environments across the SVC estate. Your analytical mindset will help you uncover potential issues across the full customer loyalty and customer relationship lifecycle, identifying opportunities to enhance our systems and customer experience.

You’ll collaborate closely with teams across the Harrods business — from Digital Technology and IT, to Rewards & Loyalty, Customer Services Digital Ops, and our trusted thirdparty partners. Together, you’ll support daytoday operations while contributing to the delivery of new features, improvements, and strategic projects.

About You

You bring handson experience with SAP CX solutions, ideally including:

SAP Customer Data Cloud

SAP Customer Data Platform

SAP Sales & Service Cloud (Cloud for Customer)

SAP Marketing Cloud / Emarsys Customer Engagement

A current SAP CX certification would be a strong advantage.

You’re someone who can confidently prioritise workload, manage risks, and maintain highquality documentation. Your communication skills allow you to influence stakeholders effectively, and you thrive in environments where collaboration and clarity matter.

You’ll also bring:

Strong analytical skills and the ability to work with large datasets

Experience with databases and writing queries

Familiarity with agile methodologies (Scrum, Kanban) and backlog management tools such as Azure DevOps or Jira

SQL knowledge (beneficial but not essential), with the ability to interpret and write basic to intermediate queries

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 

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SAP CX Operations Analyst

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