General Manager

Day Lewis Pharmacy; City Of London; On-site; GBP 50,000 - 60,000; Full time

Job summary

Harrods Pharmacy in Knightsbridge, London, is seeking a General Manager to lead the business through a major relocation and expansion. You will guide a 2 pharmacists team plus retail staff, drive sales and standards, and build client relationships in a premium environment.

Reporting to the Regional Manager for London, you will shape customer experience, stock strategy and service delivery, with a strong emphasis on luxury retail excellence and patient safety alongside commercial growth.

Qualifications

• Strong leadership of a customer-facing team.
• Evidence of delivering sales growth and commercial targets.
• Exceptional premium or luxury customer experience experience.
• Hands-on coaching and performance-management capability.
• Clientelling and relationship-building expertise.

Responsibilities

• Lead, oversee and develop a multidisciplinary team including pharmacists and sales staff.
• Own sales, profit, productivity and business KPIs, and act on performance gaps.
• Maintain high retail and dispensary standards across all areas.
• Foster clientelling, follow-up, loyalty and repeat business.
• Collaborate with Harrods departments and head office on stock and promotions.
• Drive relocation transformation and ensure service excellence seven days a week.

Skills

Leadership

Commercial acumen

People development

Clientelling

Relationship building

Job description

General Manager – Harrods Pharmacy

Knightsbridge, London

£50,000–£60,000 (dep on experience) + performance-related bonus + benefits

Monday – Sunday, variable shift pattern across 40 hrs per week

An exceptional opportunity to lead the next chapter of Harrods Pharmacy

Harrods Pharmacy is entering an exciting period of growth and transformation. We are preparing to relocate into a higher-footfall location with almost double our current retail space, an expanded range and an ambition to increase sales by 50% in the first year following relocation.

We are looking for an outstanding commercial, retail, and people leader with a background in luxury retail to lead that transformation, please note you do not you do not need pharmacy experience for this position.

We are particularly interested in leaders from luxury or premium retail, hospitality, beauty, wellness, private healthcare or other exceptional customer-focused environments who can bring fresh thinking, high standards and a proven ability to develop people and grow a business.

The role

Reporting directly to the Regional Manager for London, you will lead the overall business, people, customer experience, retail standards, and commercial performance of Harrods Pharmacy.

This is a highly visible, hands‑on leadership role. You will:

• Lead, oversee and develop a multidisciplinary team including 2 pharmacists, a part‑time Retail Sales Manager and 4 full‑time Retail Sales Associates, while positively influencing regular self‑employed and vendor/brand colleagues.
• Own sales, profit, productivity and business KPIs, creating clear actions when performance is behind plan.
• Maintain exceptional standards across the retail floor, dispensary‑facing areas and both consultation rooms, embedding our philosophy of “As New. Every Day. Every Customer.”
• Build a strong clientelling culture, giving colleagues the time, skills and expectations to develop customer relationships, follow up after purchases and services, and generate loyalty and repeat business.
• Build influential relationships with Harrods departments to identify opportunities to meet customers' wider needs and grow the business.
• Work closely with the Retail Sales Manager and Day Lewis Head Office teams to deliver effective stock management, range, planograms, promotions and availability.
• We want clientelling to become part of the daily rhythm of Harrods Pharmacy. You will develop the whole team to build high‑quality customer relationships and provide relevant, personal follow‑up.

Leadership Collaboration:

You will work closely with our Pharmacy Manager, who, as a qualified pharmacist, leads professional and regulatory requirements, patient safety, professional services and the safe and compliant supply of medicines.

We need a General Manager who recognises specialist expertise and can build a trusting, highly collaborative relationship with the Pharmacy Manager. Together you will combine outstanding commercial and customer leadership with uncompromising professional and patient‑safety standards.

You will also work together to understand and grow our pharmacy services, increasing customer awareness, access, bookings and sustainable service income.

What we're looking for:

• Strong leadership of a customer‑facing team
• Evidence of delivering sales growth and commercial targets
• Exceptional premium or luxury customer experience. Experience with Harrods, Selfridges or another leading premium/luxury business would be advantageous, as would experience of a major relocation, transformation, flagship operation, VIP clients or high‑value products.
• Hands‑on coaching and performance‑management capability
• Clientelling and relationship‑building expertise
• Extremely high operational and environmental standards
• Strong commercial judgement and numeracy
• Confidence influencing senior stakeholders
• The ability to lead and work alongside specialist professionals
• Energy and resilience to lead visibly across a seven‑day trading environment
• Excellent judgement, discretion and follow‑through
• Values‑led leadership where patient safety comes ahead of commercial gain.

Why this unique opportunity?

This is much more than maintaining an established operation. It is an opportunity to take a successful Harrods business through a significant relocation, develop its people and customer proposition, build deeper customer relationships, grow services and help create an outstanding luxury pharmacy, healthcare and wellness destination.