Learning Manager

We have an exciting opportunity at the heart of Harrods – working alongside our Retail team – to lead on the development, implementation and evaluation of our learning experiences and tools for our customer-facing colleagues.

As a business, we pride ourselves on being exceptional every day. We prioritise excellence by empowering our colleagues with the knowledge, skills and tools they need to excel in their roles. Supported by the Learning & Development team, you'll collaborate with Retail Department leaders, managers and teams to solve business challenges, identifying solutions that address any capability or skills gaps – and deliver the ‘Anything is Possible’ experience for customers.

About the Role

This newly-created role will be pivotal to supporting, elevating and the success of key Retail initiatives at Harrods, including one of our biggest strategic investments to date – the expansion of our world-class Private Shopping service.

Principle accountabilities include:

Provide expert knowledge in adult learning theory and practices.
Accurate diagnosis of learning needs, working with stakeholders and SMEs.
Create robust learning proposals and project plans, to execute on above.
Apply knowledge of luxury lifestyle, brands and service, to L&D design.
Discovery, Design and Delivery of all learning and development activities and supporting communication; incorporating a blended approach.
Facilitate in-person sessions, briefings, train-the-trainer, 121 or team coaching.
Evaluate the success of L&D activities and actively assess ROI for the business.
Manage project budget, procurement and relationships with external vendors..

This will be a hybrid role, requiring you to work 3-4 days a week in Harrods HQ (Hammersmith) or in-store (Knightsbridge).

About You

We are looking for a learning and development specialist, preferably with experience working within the luxury Retail or Hospitality sector. You will be established at building effective, collaborative relationships with senior management and influencing at all levels.

You will also have:

Expert understanding of adult learning design principles and best practices.
Expertise and confidence in how to scope, design and deliver complex L&D projects, end-to-end, with minimum supervision and guidance.
Engaging facilitation style, and confident communicating to senior audiences.
Excellent relationship and stakeholder management skills.
Strong coaching and influencing skills.
Agility to work collaboratively within a programme team, and autonomously.
Passion for customer-focus, putting client experience at the heart of everything.

About Us

There’s no place like Harrods. Harrods has a reputation for excellence, artistry and being the world’s leading Luxury Department Store. Today, we are so much more than our beloved Knightsbridge store. Our wide-ranging portfolio and services include everything from dot com, to our in-store wellness clinic to world class Restaurants, to Virtual Personal Shopping, and Hbeauty concepts.

At Harrods, our mission is ‘Anything is possible’. This is a mindset for our people, and a promise for our customers. We have five employee values that show us the way; We are Human, We strive to Exceed, We build Trust, We take Pride, We are One. These Values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our Values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.

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.

In return you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan.

Uniquely You

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.

While 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 do not meet every desired criteria but feel you have the skills and experience to thrive in this role as well as a genuine interest in working for Harrods and you can demonstrate an alignment with our values, we would encourage you to apply.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods