At a Glance
- Tasks: Lead exceptional service and operations at our flagship Piccadilly store.
- Company: Join a globally renowned brand committed to service excellence.
- Benefits: Enjoy up to 40% discount, 33 days annual leave, and a subsidised staff restaurant.
- Other info: Inclusive culture with opportunities for personal and professional growth.
- Why this job: Make a real impact on guest experiences and drive innovation in retail.
- Qualifications: Proven senior retail leadership experience and strong communication skills required.
The predicted salary is between 50000 - 65000 £ per year.
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.
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:
- 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.
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.
General Manager Service & Operations employer: Fortnum & Mason
Join a dynamic and inclusive team at our Piccadilly flagship, where we prioritise exceptional service and operational excellence. With generous benefits such as up to 33 days of annual leave and a substantial store discount, we foster a culture of growth and development, ensuring every employee has the opportunity to thrive in their career. Our commitment to innovation and collaboration creates a vibrant work environment that celebrates diversity and empowers you to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land General Manager Service & Operations
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service standards and guest experience goals. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've led teams, improved service delivery, or tackled challenges. Highlighting your experience in a high-profile environment will make you stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace General Manager Service & Operations
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 a retail environment. 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 impact on service excellence and operational performance. Numbers speak volumes, so if you've improved KPIs or driven sales, let us know!
Apply Through Our Website:We encourage you to submit your application directly 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 Fortnum & Mason
✨Know Your Service Standards
Before the interview, make sure you understand the service standards expected in a flagship retail environment. Research the company’s approach to guest experiences and think about how you can contribute to achieving those 90% service scores.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous leadership experiences, especially in retail. Highlight specific examples where you’ve successfully led teams, improved service delivery, or implemented training programmes that enhanced guest experiences.
✨Demonstrate Cross-Functional Collaboration
This role requires working closely with various departments. Think of examples from your past where you’ve collaborated with different teams, such as marketing or hospitality, to achieve a common goal. Be ready to explain how you can foster these partnerships.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Prepare scenarios where you had to manage operational challenges or improve service quality, and be ready to discuss the outcomes and what you learned from them.
