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- Tasks: Lead exceptional service and operations at our flagship Piccadilly store.
- Company: Join a globally renowned brand focused on unforgettable guest experiences.
- Benefits: Enjoy competitive salary, generous discounts, 25 days holiday, and career development opportunities.
- Why this job: Make a real impact in retail while leading a passionate team towards excellence.
- Qualifications: Proven leadership experience in high-profile retail environments and strong communication skills.
- Other info: Be part of an inclusive culture that celebrates diversity and personal growth.
The predicted salary is between 50000 - 60000 £ 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.
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.
Qualifications
- 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.
Benefits
- Competitive salary.
- A generous store and restaurant discount of up to 40%.
- 25 days holidays (excluding bank holidays) and an extra day off for your birthday.
- A fantastic subsidised staff restaurant which uses Fortnum's ingredients.
- A range of opportunities to develop and grow personally and professionally.
- Excellent pension scheme.
Equal Employment Opportunity
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.
General Manager Service & Operations in London employer: Fortnum & Mason
Contact Detail:
Fortnum & Mason Recruiting Team
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
Show up and shine! When you get an interview, make sure to bring your A-game. Research the company, understand their values, and be ready to discuss how you can contribute to their goals, especially around service excellence and guest experiences.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for their team.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you a leg up. Plus, it’s super easy to keep track of your applications that way!
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 you're 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 Your Leadership Skills: Make sure to showcase your experience in leading teams and developing talent. We’re all about building an inclusive culture, so share examples of how you've engaged and motivated your team in the past.
Be Specific About Your Achievements: Use concrete examples to demonstrate your commercial performance and operational excellence. We love numbers, so if you've hit KPIs or improved processes, make sure to include those details in your application!
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 you started on this exciting journey with StudySmarter.
How to prepare for a job interview at Fortnum & Mason
✨Know the Service Standards
Familiarise yourself with the service excellence expectations outlined in the job description. Be ready to discuss how you would embed a culture of high standards across all floors and share examples from your past experiences that demonstrate your commitment to exceptional guest experiences.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach, especially in developing and coaching retail managers. Think of specific instances where you've successfully built an inclusive culture or improved team engagement, as this role emphasises visible leadership and partnership working.
✨Demonstrate Commercial Acumen
Be prepared to discuss how you would partner with retail managers to achieve sales budgets. Bring examples of how you've previously driven loyalty and advocacy through innovative strategies, as well as your experience with managing costs and improving operational performance.
✨Highlight Your Problem-Solving Skills
This role requires strong decision-making abilities and a solution-focused mindset. Think of challenges you've faced in previous roles and how you overcame them, particularly in relation to operational excellence and risk management. Show that you're resilient and can handle constructive challenges with integrity.