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- Tasks: Lead exceptional service and operations at our flagship Piccadilly store.
- Company: Join a renowned brand committed to service excellence and innovation.
- Benefits: Enjoy competitive salary, generous discounts, and up to 33 days annual leave.
- Other info: Be part of an inclusive culture that values your growth and development.
- Why this job: Make a real impact on guest experiences and drive retail success.
- Qualifications: Proven leadership in retail and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
Role Purpose: This role is accountable for delivering exceptional service and operational execution across all floors at the Piccadilly flagship, supporting the 5 Year Plan ambition of achieving 90% service scores and unforgettable guest experiences. Working closely with the Head of Retail, the role leads the service proposition for Piccadilly, with a particular focus on Retail Services and Guest Experiences. It plays a key role in evolving Piccadilly as a globally renowned flagship, ensuring service excellence, innovation and strong operational foundations. A significant emphasis is placed on visible leadership, standards, and partnership working, including close collaboration with Hospitality partners on the Food & Drink Studio and other experiential spaces.
Reports to: Head of Retail - Piccadilly
Direct Reports: Retail Managers - Piccadilly
Key interfaces: The role holder will work cross-functionally with Retail, Hospitality, Buying & Merchandising, Marketing, VM, HR, Stock Integrity, Regional Stores and external partners, as well as hosting senior stakeholders and VIP guests.
Key Responsibilities
- Service, Standards and Guest Experience
- Embed a culture of service excellence across all floors.
- Own and drive high standards across POS, presentation, replenishment, cleanliness and grooming.
- Deliver retail theatre, activations and experiential moments with a clear annual calendar.
- Identify and test innovation to enhance service delivery and guest experience.
- Leadership, People and Culture
- Lead and develop Retail Managers through coaching and capability building.
- Enable managers to remain front facing, focused on guests, teams and sales.
- Build an inclusive, engaged culture, acting on feedback.
- Champion training and development, including supplier engagement.
- Commercial Performance and Sales Enablement
- Partner with Retail Managers to deliver sales budgets, supported by seasonal and incentive plans.
- Grow client portfolios to drive loyalty and advocacy.
- Work across channels to identify synergies and embed learning in Retail.
- Operational Excellence and Risk Management
- Own rota planning aligned to trading patterns and guest demand.
- Drive continuous improvement across front and back of house.
- Lead stock loss reduction and ensure costs are managed within budget.
- Maintain strong compliance across Food Hygiene, Health & Safety and Security.
- Fulfil Duty Management responsibilities as required.
- Stakeholder and Project Leadership
- Partner with Buying & Merchandising, Marketing and VM to deliver launches right first time.
- Lead projects alongside Retail Managers, ensuring operational readiness.
- Work closely with the Head of Retail to deliver Piccadilly priorities and strategy.
Key Performance Indicators:
- Average ESP and tru rating score of 90% across Piccadilly
- Demonstrable action taken in response to TruRating and customer feedback
- People Plan in place with clear, delivered actions following engagement survey results
- Consistent and effective team communication across briefings, 1:1s, noticeboards and digital channels
- Sales budgets supported by effective incentive and seasonal trading plans
- Health & Safety compliance
- Measurable year-on-year reduction in stock loss through improved controls and processes
- Payroll and controllable costs managed within agreed budgets
Role Specific Criteria (Experience/Behaviours/Technical Ability)
We expect the successful candidate to have the following skills and experience:
- Proven senior retail leadership experience within a complex, high profile environment.
- Strong change leadership and cross functional influencing skills.
- Commercially and operationally credible, organised and solution focused.
- Confident decision maker with excellent communication skills.
- Strong KPI and performance focus.
- Advanced Microsoft Office 365 capability.
- Experience with CRM, reporting and service measurement tools.
- Resilient, professional and able to challenge constructively with integrity.
Why Work For Us:
- Competitive salary
- A generous store and restaurant discount of up to 40%
- Up to 33 days’ annual leave (including bank holidays). Please note, this role requires working on bank holidays.
- A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
- A range of opportunities to develop and grow personally and professionally
- Excellent pension scheme
We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment. In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.
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StudySmarter Expert Advice 🤫
We think this is how you could land General Manager Service & Operations in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, especially focusing on their service standards and guest experience. Think about how your past experiences align with their goals and be ready to share specific examples that showcase your leadership skills.
✨Tip Number 3
Showcase your personality! When you get the chance to meet potential employers, let your passion for retail and service excellence shine through. Be authentic and engage in conversations that highlight your vision for creating unforgettable guest experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team and contributing to our mission of service excellence.
We think you need these skills to ace General Manager Service & Operations in London
Some tips for your application 🫡
Show Your Passion for Service: When writing your application, let your enthusiasm for delivering exceptional service shine through. We want to see how you can contribute to creating unforgettable guest experiences at Piccadilly.
Highlight Leadership Experience: Make sure to showcase your previous leadership roles and how you've developed teams in the past. We’re looking for someone who can inspire and coach Retail Managers to achieve high standards.
Be Specific About Achievements: Use concrete examples to demonstrate your commercial performance and operational excellence. We love numbers, so if you’ve hit sales targets or improved KPIs, shout about it!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with StudySmarter.
How to prepare for a job interview at Employer near you
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their values, mission, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
✨Demonstrate Your Leadership Skills
As a General Manager, showcasing your leadership experience is crucial. Prepare specific examples of how you've led teams, improved service standards, or driven operational excellence in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle guest experiences. Think about past challenges you've faced in retail management and how you resolved them. Be ready to discuss how you would approach similar situations at Piccadilly.
✨Showcase Your Collaborative Spirit
This role requires working closely with various departments and stakeholders. Highlight your experience in cross-functional collaboration and how you've successfully partnered with others to achieve common goals. Emphasise your communication skills and ability to build relationships.