Laura Brown

Laura Brown

Title: Retail Director

Company: Harrods

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At the heart of our success are our customers.


They’re the reason we exist and we never forget it. We’re world famous for offering the highest possible standards of customer service and experience; yet our customers’ expectations are constantly evolving. Maintaining a customer centric approach will ensure that we are always relevant in a constantly changing world.

About the speaker

Laura Brown, Retail Director at Harrods will explain how Harrods achieved the status of being a top employer and the impact it has had on their people, their clients and their results. Laura is responsible for the sales, service, standards and customer experience at the department store. She is also an experienced coach and mentor and devotes time to helping others challenge themselves, develop their skills and reach their own personal potential.

Known for its famous Brompton Road address, captivating Christmas window displays, rich history, and world-famous Food Halls, Harrods was this year named the top-ranking consumer retailer in this year's Glassdoor's Best Places to Work, based entirely on feedback from its own employees.

The iconic British store also ranks number 4 on LinkedIn’s UK top companies list and was awarded the exclusive Top Employers United Kingdom 2017 certification.

The service which Harrods are able to deliver to their customers is a key aspect of what differentiates the store from other retailers, and as such, the training and development of the 5000 staff employed at the Knightsbridge store is extremely important to the business. Customers visiting Harrods expect a unique experience, and expect the very best in customer care, from bespoke personal shopping to knowledgeable advice within the store and online.


Laura will be speaking at: