Team Manager, Operations – Harrods

Overview

In questa role you drive retail service excellence by leading the Operations team across sales, aftercare, and store operations. You align with the Tiffany Global Service Philosophy to connect internal and external customers, build trust, and exceed expectations, while upholding the Tiffany legacy. You lead coaching, talent development, and compliance efforts to deliver consistent, high-impact client experiences and store performance. This role blends leadership, collaboration, and strategic execution to shape store success and customer engagement.

Pay / Benefits

• comprehensive benefits
• global benefits including adoption and surrogacy assistance
• parential leave
• well-being programs
• medical, dental, eyecare
• pension plans

Responsibilities

• Lead and develop Operations Coordinators and Aftercare Advisors, fostering high performance and leadership presence
• Recruit, train, and conduct formal 1-2-1 performance discussions to close skill gaps and enable mobility
• Support attainment of store goals by managing expenses and loss with Retail, Finance & Operations Leadership
• Ensure policy adherence and drive auditing and control measures (cycle counts, PI results, shrinkage control)
• Develop and execute proactive client development strategies, including Aftercare client engagement and data maintenance
• Collaborate with Retail, Operations Coordinators, and cross-functional stakeholders to standardize UK service levels
• Monitor client feedback across channels and promote service-excellence-focused communications
• Coordinate physical inventory activities, returns, open actions on discrepancies, and stock repairs
• Oversee price changes, security, and monthly COM audit results to ensure compliance and governance
• Lead health and safety audits and maintain compliance with company standards
• Maintain key operational reports (kickouts, returns, inventory adjustments) and ensure timely processing
• Facilitate inter-branch transfers and special orders in alignment with policy
• Remain informed on industry news and policy updates to ensure regulatory compliance

Key requirements

• Must have authorization to work in the UK
• Superior communication and interpersonal skills with positive leadership models
• Ability to build strong stakeholder relationships
• Flexibility to work across roles (sales floor, operations, etc.)
• Strong understanding of systems, processes, and applications

• leadership
• collaboration
• stakeholder management
• systems proficiency
• process understanding
• data and reporting

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