Floor Manager - Client Experience

RHR UK; City of Westminster; On-site; GBP 40,000 - 50,000; Full time

Job summary

A prestigious luxury brand is seeking a Client Experience Floor Manager in Westminster to lead exceptional service in their Private Shopping Penthouse. You will oversee daily operations, coach your team on service excellence, and ensure a flawless client experience. Candidates should have experience with high-net-worth clients and be prepared to adapt in a fast-paced environment. This full-time role includes weekend shifts and requires a detail-oriented, emotionally intelligent leader to uphold the highest standards.

Qualifications

• Proven experience working with private or UHNW clients in a luxury environment.
• Confident in managing people and coaching on the job.
• Ability to thrive in fast-paced, high-touch environments.

Responsibilities

• Oversee daily operations of the Penthouse and PSS.
• Conduct regular floor walks and maintain a client-facing environment.
• Handle complaints or escalations with professionalism.

Skills

Experience with private or UHNW clients

People management

Detail-oriented

Adaptability in fast-paced environments

Job description

Our Private Shopping team is now looking for a Client Experience Floor Manager to lead the delivery of exceptional, personalised service for some of Harrods most valued clients. This is a rare opportunity to help shape the experience in our world‑class Private Shopping Penthouse, ensuring our ultra high‑net‑worth clients receive nothing short of excellence at every touchpoint.

About the Role

As the Client Experience Floor Manager, you will be the operational heartbeat of our Private Shopping space overseeing the day‑to‑day running of the Penthouse and Private Service Suite (PSS) and ensuring every element is guest‑ready. Whether supporting suite transitions, resolving service escalations or hosting clients alongside the front‑of‑house team, your presence will ensure a flawless, luxurious environment.

You will work closely with the Assistant Managers for both hospitality and FOH, taking a hands‑on approach to service delivery while coaching, supporting and upskilling your team in real time. From managing events to leading space audits and maintaining service excellence, you will be a visible leader, trusted by clients and respected by colleagues.

Key responsibilities include :

Overseeing daily operations of the Penthouse and PSS, ensuring seamless execution of bookings and lounge usage

Conducting regular floor walks, maintaining an impeccable client‑facing environment and managing space readiness

Greeting and hosting Private Shopping clients, setting the tone for service excellence

Handling complaints or escalations with calm professionalism, always aiming to turn challenges into positive experiences

Coaching the team on the floor, providing immediate support and guidance where needed

Acting as a key liaison for brand activations and events within the space, ensuring high standards of delivery

Collaborating with hospitality, FOH and Client Delivery teams to prepare for surprise‑and‑delight moments and ensure smooth transitions

Sharing best practice and supporting the upskilling of Assistant Managers across the department

Taking ownership for service audits, lounge speed‑of‑service KPIs, and weekly space management

This is a full‑time, on‑site position based in our Knightsbridge store, including regular weekend shifts.

About You

Youll be a confident, emotionally intelligent leader with a deep understanding of luxury service and the expectations of high‑net‑worth clients. Your attention to detail, hands‑on approach, and ability to lead from the front will make you a trusted presence on the floor and a role model for the wider team.

You will :

Have proven experience working with private or UHNW clients in a high‑end or luxury environment

Be confident managing people, coaching on the job and handling performance conversations professionally

Thrive in fast‑paced, high‑touch environments and adapt quickly to last‑minute changes

Be organised and service‑focused, with excellent attention to detail and time management

Be comfortable managing space, event timelines and multiple client interactions at once

Be resilient, self‑aware, and able to maintain high standards under pressure

Be flexible to work evenings, weekends and across a dynamic events and hospitality calendar

About Us

Harrods is one of the worlds leading luxury department stores and were 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 worlds most inspiring shopping experiences.

Our Promise to You

Help us make the impossible achievable for our customers and well 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.