Page 20 - #200 June/July 2025

The Future of Luxury

One of the most iconic luxury department stores in
the world, Harrods believe today’s global consumers

increasingly demand creativity,
personalisation, sustainability and
INTERVIEW inclusivity and they aim to deliver

on these values at every touchpoint,
blending innovation with heritage.
Here, we speak with Managing Director
Michael Ward to learn how the business is evolving its
retail strategy to meet the needs of shoppers today.

rom bespoke services and exclusive Riyadh, connecting young talent with
F collaborations to fine dining and industry leaders and reaffirming our
immersive storytelling, Harrods curate commitment to the future of luxury.”
world-class experiences that inspire As our conversation moves onto the
and create wonder for guests. They are topic of sustainability, it immediately
reimagining their spaces with intent becomes apparent just what an impor-
through sustainable developments tant pillar this is, not just for the company,
to their Knightsbridge flagship store, but for the sector of modern luxury. Ward
connecting with a global audience explains that it is a natural evolution of
through bringing initiatives like the the high standards Harrods custom-
Harrods Hive to key markets. ers and brand partners have always
Constantly evolving their offering expected. Since launching their Path to a
to elevate every aspect of the customer Sustainable Future, they have embedded
journey, the business does this while sustainability business-wide, from opera-
staying true to their legacy of excel- tions to customer engagement.
lence. Most recently, they completed Their Responsible Sourcing Stand-
an extraordinary refurbishment of ards guide a holistic approach to
one of their most iconic spaces - The the sourcing and design of products,
Georgian restaurant. accounting for each step in the supply
With refined menus and the addition chain from farm or field to final prod-
of a new terrace, The Georgian offers uct. It is these Standards that placed
a reimagined setting for afternoon tea sustainable and quality sourcing at
and exceptional dining experiences. the heart of the relaunched Harrods
They have also transformed their in-house range - an exclusive collection
private shopping experience, extend- reflecting Harrods’ timeless style, arti-
ing their offering for a discreet, highly sanship and exceptional quality.
personalised service that has redefined Ward also comments that customer
exclusivity for the most discerning engagement is also paramount, saying
of customers. that they have embraced circularity
“We are using new formats to build initiatives, focusing on improving data
meaningful, global communities around to reduce waste and enhancing their
the Harrods brand. Our focus is on packaging credentials. “Additionally,
deepening relationships with discerning we have collaborated with partners
customers through strategic engage- to transform recycled materials into
ment and culturally relevant experi- functional items, such as converting
ences,” reflects Michael Ward, Manag- plastic carrier bags into picnic benches
ing Director. “For example, the Harrods for staff, demonstrating the potential
Hive, our global incubator for emerging of recycling in retail. By intertwining
talent, has expanded its presence and sustainability and innovation, we are
is now found in Shanghai, Dubai and redefining what responsible luxury

20 RETAIL & LEISURE INTERNATIONAL JUNE/JULY 2025