At a Glance
- Tasks: Lead a team to deliver exceptional, personalised service in a luxury retail environment.
- Company: Join Fortnum & Mason, a brand known for its heritage and quality.
- Benefits: Enjoy competitive salary, bonuses, discounts, and generous holiday leave.
- Other info: Flexible shifts and opportunities for career growth in a dynamic airport setting.
- Why this job: Be a brand ambassador and create memorable experiences for customers from around the world.
- Qualifications: Experience in retail or hospitality with a passion for outstanding service.
The predicted salary is between 30000 - 40000 £ per year.
This is a unique opportunity to lead a team representing Fortnum & Mason's heritage of excellence, delivering thoughtful, personalised service to customers from across the world. As a Manager, you will act as a true ambassador of the brand, ensuring every interaction reflects our reputation for quality, charm, and impeccable attention to detail. If you have a passion for exceptional service and take pride in leading teams to create memorable customer experiences, we would be delighted to hear from you. This is a fantastic opportunity to grow your career within a luxury setting, with opportunities across Manager, Deputy Manager, and Assistant Manager levels.
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. At Fortnum & Mason, exceptional service is at the heart of everything we do. As we continue to grow our presence at Heathrow, we are seeking experienced leaders to join our team.
Responsibilities
- Leading, inspiring, and developing a high-performing team to deliver a world-class, service-led customer experience
- Acting as a brand ambassador, bringing the Fortnum & Mason story to life with confidence and pride
- Driving sales performance while maintaining a strong service-first culture
- Coaching your team to build strong product knowledge across food, gifting, and luxury retail ranges
- Overseeing the shop floor to ensure exceptional presentation standards that reflect our heritage
- Creating a warm, welcoming environment for customers and colleagues alike
- Managing day-to-day operations in a fast-paced airport setting, ensuring efficiency and compliance
- Supporting recruitment, onboarding, and ongoing development of your team, appointment is subject to satisfactory references and pre-employment checks (5 years)
- Due to the security requirements of working at Heathrow Airport, additional screening may be required
Qualifications
- An experienced leader within retail, hospitality, or a customer-focused environment
- Passionate about delivering outstanding service and creating memorable customer experiences
- Proud to represent a brand built on heritage, quality, and craftsmanship
- A natural people leader – warm, engaging, and able to inspire and develop others
- Commercially aware, with the ability to balance service excellence and sales performance
- Highly organised, with strong attention to detail in a fast-moving environment
- Flexible and able to work a variety of shifts, including early mornings, evenings, weekends, and public holidays
Benefits
- Competitive salary + paid overtime
- Discretionary annual bonus (up to 5% of salary)
- Up to 40% store and restaurant discounts
- Subsidised staff restaurant using Fortnum's ingredients
- 28 days holiday + a day off for your birthday and 5 extra wellbeing days off
- Matched pension scheme and career development opportunities
- Annual staff party and incredible gifts after 5 years
Subject to terms and conditions.
Luxury Retail Manager – Lead Service Excellence at Heathrow in London employer: Fortnum & Mason
Fortnum & Mason is an exceptional employer, offering a unique opportunity to lead a passionate team at Heathrow, where the heritage of excellence and personalised service is paramount. With a commitment to employee growth, competitive benefits including generous discounts, additional wellbeing days, and a supportive, inclusive work culture, we ensure that every team member can thrive in their career while delivering memorable experiences to our diverse clientele. Join us in a dynamic environment that celebrates individuality and fosters professional development within the luxury retail sector.
StudySmarter Expert Advice🤫
We think this is how you could land Luxury Retail Manager – Lead Service Excellence at Heathrow in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the luxury retail space, especially those who might have insights into Fortnum & Mason. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Show off your passion for service excellence! When you get the chance to meet potential employers or attend events, share your experiences and stories that highlight your commitment to outstanding customer service.
✨Tip Number 3
Prepare for interviews by researching Fortnum & Mason’s heritage and values. Be ready to discuss how you can embody their brand and contribute to their reputation for quality and charm.
✨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 take the initiative to engage directly with us.
We think you need these skills to ace Luxury Retail Manager – Lead Service Excellence at Heathrow in London
Some tips for your application 🫡
Show Your Passion for Service:When writing your application, let your passion for exceptional service shine through. Share specific examples of how you've created memorable customer experiences in the past. We want to see that you truly care about delivering quality and charm!
Be a Brand Ambassador:Remember, you're applying to represent Fortnum & Mason's heritage. Use your application to demonstrate how you embody the brand's values. Talk about your understanding of luxury retail and how you can bring our story to life for customers from around the world.
Highlight Your Leadership Skills:As a potential leader, it's crucial to showcase your ability to inspire and develop teams. Include examples of how you've successfully led others in a retail or hospitality setting. We’re looking for natural people leaders who can create a warm and welcoming environment!
Keep It Professional Yet Personal:While we love a friendly tone, make sure your application remains professional. Tailor your CV and cover letter to reflect the role and our values. And don’t forget, applying through our website is the best way to get your application noticed!
How to prepare for a job interview at Fortnum & Mason
✨Know the Brand Inside Out
Before your interview, dive deep into Fortnum & Mason's history, values, and product offerings. Understanding their heritage and what makes them unique will help you articulate how you can embody their brand as a Luxury Retail Manager.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight specific instances where you inspired your team to deliver exceptional service or improved sales performance while maintaining a strong service-first culture.
✨Demonstrate Customer-Centric Thinking
Think about how you can create memorable customer experiences. Be ready to discuss strategies you've implemented in previous roles that enhanced customer satisfaction and loyalty, especially in a luxury retail environment.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills in a fast-paced setting. Prepare to discuss how you'd handle various situations, such as managing a busy shop floor or coaching a team member who is struggling with product knowledge.
