Harrods Front of House Assistant Manager

About Harrods

Established in 1849, Harrods is one of the world’s most celebrated luxury department stores, distinguished by its Knightsbridge address, exceptional product selection and tradition of attentive service. As an employer, it brings together expertise across fashion, beauty, fine jewellery, food, hospitality, buying, digital commerce and corporate functions. Its environment combines British retail heritage with the evolving expectations of an international clientele, placing particular importance on product knowledge, discretion and operational precision. For professionals drawn to luxury retail, Harrods offers the opportunity to contribute to a globally recognised institution where commercial expertise and thoughtful customer service shape the experience of the brand.

Role & Responsibilities

• Support the management and development of the Front of House team, including recruitment, performance management, talent development, and employee relations
• Set and communicate team KPIs, objectives, and productivity targets to drive performance and service excellence
• Coach and inspire colleagues to deliver exceptional customer service and achieve commercial goals
• Handle complex customer complaints, requests, and enquiries, ensuring issues are resolved professionally and efficiently
• Oversee appointment bookings and administrative processes to ensure accuracy and a seamless customer experience
• Support operational compliance and maintain high standards across the clinic
• Act as a role model for professionalism, service excellence, and teamwork within the broader Harrods business

Qualifications

• Proven experience managing and developing teams, ideally within a clinical, wellness, aesthetics, hospitality, or luxury environment
• Experience managing teams of 10 or more colleagues preferred
• Strong working knowledge of recruitment, performance management, and people processes
• Excellent communication and interpersonal skills with ability to build strong relationships at all levels
• Calm, solutions-focused approach with ability to prioritize effectively and make decisions independently
• Exceptional customer service skills with confidence resolving complaints professionally
• Strong organizational and administrative skills with excellent attention to detail
• Excellent IT skills and confidence using digital systems in a paperless environment
• Knowledge of or genuine interest in wellness, aesthetics, and health-focused services

Skills

Experience

Proven experience in team management and people leadership, ideally within clinical, wellness, aesthetics, hospitality, or luxury retail environments. Experience managing teams of 10 or more colleagues is preferred. Demonstrated track record in customer service excellence, complaint handling, and operational compliance within a fast-paced, customer-focused setting.

Education

No specific education requirement stated; secondary education or equivalent at minimum.

Culture

Harrods’ workplace culture is shaped by its heritage as an iconic British luxury retailer, with a strong emphasis on exceptional service, product expertise and meticulous attention to detail. Its dynamic, international environment brings together teams across retail, dining and specialist services, where collaboration and discretion are central to delivering a distinctive customer experience.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.