Customer Service Manager

Customer Service Manager

Our In‑Store Customer Service team are now looking for a Customer Service Manager to lead one of the busiest and most customer‑focused areas of the store. This role is perfect for a people‑centred leader who thrives in a fast‑paced environment and is passionate about creating a consistent, high‑quality service experience for every customer, every day.

About the Role

As a Customer Service Manager, you will lead the In‑Store Customer Service operation by strengthening service standards, building leadership capability, and creating a culture rooted in ownership and accountability. You will work through a team of Assistant Managers who run shifts across a 7‑day operation, providing them with the clarity, support and coaching they need to deliver brilliant and consistent service.

Your leadership will ensure that our In‑Store Customer Service operation remains stable, confident, efficient, and truly customer‑centric.

In this role, you will:

• Lead and develop Assistant Managers into confident, consistent leaders.
• Set and reinforce clear service, behaviour and operational standards.
• Embed reliable operational rhythms including quality checks and coaching.
• Share shop‑floor insights to support continuous improvement and process refinement.
• Collaborate closely with Customer Relations and other departments to embed changes smoothly.
• Provide calm, structured leadership during fast‑paced or challenging periods.

This role is fully on site, working 5 out of the 7 days a week.

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 be an emotionally intelligent, people‑centred leader who brings experience from a fast‑paced, customer‑facing environment. You know how to build trust, motivate teams, and create clarity.

Calm, pragmatic and relationship‑driven, you look for trends, spot recurring issues, and champion improvements that enhance both customer and colleague experience.

You will bring:

• Leadership experience in a fast‑paced, customer‑facing environment.
• Strong emotional intelligence and the ability to adapt your style effectively.
• Confident communication skills, able to translate complex information clearly.
• An eye for patterns, trends and recurring issues that impact service.
• Strong collaboration skills and the ability to build cross‑store relationships.

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. 

Additional Information:

Time Type:

Fixed Term (Fixed Term)

Department:

Customer Service Team KB (Simona Riberti)