Job Description
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
1. 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.
2. 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.
3. 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.
4. 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.
5. 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 decisionmaker 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
