Operations Manager - Harrods

Reporting directly to the Boutique Director, the Operations Manager is responsible for the seamless and efficient daily operation of the boutique, ensuring exceptional client experience and upholding the highest standards of luxury retail. This role involves the oversight of all stock (value and non‑value), logistics, and resources, as well as the leadership and development of a team of Stock Administrators. The Operations Manager ensures strict compliance with company policies and procedures, proactively identifies opportunities for process improvement, and optimizes resources to enhance both Front and Back of House operations.

Main Accountabilities

• Stock & Inventory Management
  • Oversee all aspects of stock movement, ensuring meticulous attention to detail regarding reception, dispatch, quality control, and inventory status.
  • Manage the planning and execution of mid‑year/annual stock counts, cycle counts, and ad‑hoc audits, maintaining inventory accuracy and minimizing discrepancies.
  • Lead on continuous improvement initiatives related to stock management and operational efficiency, leveraging best practices and innovative solutions.
  • Control all non‑value orders & stockroom operations/organisation.
  • Consistently demonstrate and enforce excellent care and proper product handling; ensure appropriate packing, shipping, and receiving procedures are maintained particularly for high value creations.
• Compliance, Audit, And Security
  • Ensures comprehensive understanding and adherence to company Policies and Procedures across all teams, facilitating training programs to achieve operational excellence and audit readiness.
  • Conducts regular audits of client reservations, consignments, deposits, and discounts, ensuring accuracy and compliance with financial controls.
  • Oversee stock ticketing and organization, maintaining a high level of precision and attention to detail.
  • Collaborate with the Department Store and Richemont stakeholders to maintain a safe and secure environment for clients and staff, adhering to all Health & Safety regulations.
  • Manages and monitors security processes and protocols, ensuring the protection of assets and the safety of personnel.
• Transaction Oversight & E-Commerce Support
  • Verifies the accuracy and validity of all invoices, ensuring timely and accurate payment processing.
  • Resolves payment‑related issues, liaising with the financial back office as needed to ensure seamless transactions.
  • Investigates discrepancies between internal daily reports and those from partner retailers, such as Harrods, ensuring data integrity and reconciliation.
  • Collaborate with the Head Office E‑commerce team to support online sales, returns, and stock file accuracy, providing exceptional client service and support.
• Strategic Operations & Resource Management
  • Supports the Boutique Director in the development and implementation of overall operational strategies and action plans.
  • Manages staff rota on a daily and monthly basis, optimizing resource allocation to meet business needs and client demand.
  • Contributes to a positive, collaborative, and productive boutique environment, fostering teamwork and a shared commitment to excellence.
  • Assumes responsibility for opening and closing the boutique in the absence of the Boutique Director, ensuring smooth and secure operations.
  • Conducts regular inspections of the boutique (BOH & FOH) to ensure it is maintained in pristine condition, coordinating with cleaning, maintenance, and facilities departments as needed.
• Team Management
  • Leads, mentors, and develops a team of Stock Administrators, fostering a culture of precision, accountability, and continuous improvement.
  • Take ownership of operational, digital tools and rollouts as needed: collaborate with Head of Operations Manager and/or corporate teams on testing, sharing feedback, in‑boutique training, and driving adoption.
  • Together with Boutique Manager define the recruitment needs, participate in the recruitment, and support the integration of new team members (including external support staff).

Job Requirements

• Proven ability to lead, motivate, and develop a high‑performing team.
• Extensive experience in managing stock and optimizing operational processes within a luxury retail environment.
• Exceptional analytical and problem‑solving skills, with the ability to identify and resolve complex issues.
• Proficiency in Microsoft Excel, SAP, and other stock and financial software and technologies.
• Strong understanding of financial principles and practices, with the ability to manage budgets and control costs.
• Demonstrated ability to plan, organise, and execute projects effectively, with a strategic mindset.
• Excellent verbal and written communication skills, with the ability to interact effectively with clients, colleagues, and key business stakeholders.
• Highly organized and detail‑oriented, with the ability to manage multiple priorities and meet deadlines.