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RLI MEETS Who’s who in Retail

Michael Ward
Managing Director, Harrods

Harrods continues to set the bench- capital. How do you view London’s
mark for global luxury retail. How do competitiveness post-Brexit and what
you define the brand’s role in shaping role does Harrods play in driving tourism
the next era of experiential luxury and and retail excellence for the UK?
customer engagement? Harrods welcomes over 12 million visitors
Our role is not to follow trends, but to set annually, a large percentage of whom are
the global standard for experiential luxury international. Through exclusive partner- it is essential that everyone in the Harrods
by creating unparalleled, extraordinary ships, global brand activations and uniquely team understands this vision, protecting the
experiences that can only be found at creative experiences like our collaborations DNA of Harrods’ excellence while embracing
Harrods. Every experience is designed to with Dior, Louis Vuitton and artists like experimentation and continued creativity.
immerse our customers in a world of thea - Kasing Lung, creator of Labubu, we continue
tre, innovation and craftsmanship - from to attract discerning international customers. How does Harrods choose its brand part-
landmark brand takeovers like Dior to ners and ensure that each collaboration
our in-store artisans like the chocolatiers, From personal shopping suites to digital aligns with the store’s DNA and values?
parfumiers and tailors who bring the spirit concierge services, Harrods has rede- Each of our brand partnerships must offer
of Harrods to life every day. fined what service means. How do you genuine value and a sense of discovery for
see technology, particularly AI and data our customers. Each collaboration is care-
The luxury consumer profile is evolving analytics, enhancing the human touch in fully curated to feel both globally relevant
rapidly, particularly among younger, luxury retail? and uniquely Harrods; whether it’s a first of
more globally connected audiences. AI and data analytics allow us to enhance the its kind concept store like Jellycat airlines, an
How is Harrods adapting its approach to human touch rather than replace it, empow- inspired accessories pop-up such as the Dior
remain relevant to this new generation? ering our sales associates with insights that Lucky collection, or a celebratory moment
Our commitment to listening to and under - enable us to scale personalisation and seam- like Bottega Veneta’s 50th anniversary where
standing our customers remains at the less service, delivering on our commitment we honoured its signature Intrecciato weave.
heart of everything we do. We are build- to excellence. Through advanced technol-
ing meaningful connections with the new ogy, we create bespoke product and brand With Harrods extending its influence
generation of luxury consumers through selections tailored to individual preferences, internationally through airport bou-
curated digital storytelling and partner- drawing from multiple touchpoints across tiques, global brand relationships and
ships with brand ambassadors and social shopping, dining and services. new concepts, how do you envision the
voices that both authentically reflect our future of the Harrods brand beyond
values and resonate with their lifestyles. How are Harrods embedding sustainable Knightsbridge?
practices into its operations and brand Our airport boutiques often serve as
Harrods is as much a destination as it is partnerships while maintaining its first touchpoints for our international
a retailer. How do you balance preserv- hallmark of quality and exclusivity? customers, establishing a foundation for
ing its heritage and exclusivity while The Harrods Path, our long-term ESG strat- long-lasting relationships. Beyond phys-
introducing innovation and modernisa- egy is built on five pillars: Our Business, Our ical spaces, we are focused on deepening
tion across the store experience? Products, Partnership & Innovation, Our our international presence through digital
For us, innovation and heritage are not People and Our Community. Each repre- innovation and global brand collaborations
opposing forces but two sides of the same sents a clear set of environmental and social that allow customers to experience Harrods
coin, working together to shape the future commitments. For example, in September wherever they are in the world.
of luxury retail. For example, Harrods we completed our first journey between
was renowned as the home of the UK’s our Knightsbridge store and our Thatcham Finally, on a personal note, what contin-
very first escalators at the end of the 19th distribution centre using a fully-electric ues to inspire you most about leading
century and in the 21st century we will be DAF XD Electric 270, marking a major step such an iconic institution and what
the first to introduce curved escalators to toward decarbonising our retail logistics. legacy would you like your leadership at
Europe as part of ambitious plans for our Harrods to leave behind?
Fine Watches and Fine Jewellery spaces. We You have led Harrods through periods of After two decades at Harrods, I remain
honour our heritage by restoring and reim - significant transformation. What leadership endlessly inspired by the people I encoun-
agining our most iconic spaces like The philosophies guide your decision-making ter every day. The passion, creativity and
Georgian, which we have recently trans- during times of change and uncertainty? commitment to craft I see across both our
formed into London’s leading afternoon tea Clarity of vision is key. Harrods has always teams and partners spark innovation and
destination for another generation. stood as the world’s foremost luxury retailer, keep Harrods at the forefront of luxury. My
delivering experiences beyond expectation. goal remains for Harrods to continue as the
You’ve long been an advocate for That vision is unwavering, but how we bring it world’s most extraordinary luxury destina-
London’s position as a global retail to life requires agility and boldness. Equally, tion for generations to come.

4 Retail & Leisure International November 2025