Join Our Team as a Retail Leader!

Role Purpose:

Are you ready to take the lead in delivering exceptional service and operational excellence at our iconic Piccadilly flagship? This role is pivotal in achieving our ambitious 5-Year Plan goal of 90% service scores and creating unforgettable guest experiences.

As a key partner to the Head of Retail, you will spearhead our service proposition, focusing on Retail Services and Guest Experiences. Your leadership will help evolve Piccadilly into a globally renowned flagship, ensuring we maintain service excellence, foster innovation, and build strong operational foundations.

Visible leadership and collaboration are at the heart of this role, as you will work closely with our Hospitality partners in the Food & Drink Studio and other experiential spaces.

Reports to: Head of Retail - Piccadilly

Direct Reports: Retail Managers - Piccadilly

Key Interfaces: You will collaborate cross-functionally with Retail, Hospitality, Buying & Merchandising, Marketing, VM, HR, Stock Integrity, Regional Stores, and external partners, while also hosting senior stakeholders and VIP guests.

Key Responsibilities

1. Service, Standards, and Guest Experience

• Foster a culture of service excellence across all floors.
• Drive high standards in POS, presentation, replenishment, cleanliness, and grooming.
• Create engaging retail theatre and experiential moments with a clear annual calendar.
• Innovate to enhance service delivery and guest experience.

2. Leadership, People, and Culture

• Lead and develop Retail Managers through coaching and capability building.
• Empower managers to stay front-facing, focused on guests, teams, and sales.
• Build an inclusive, engaged culture by acting on feedback.
• Champion training and development, including supplier engagement.

3. Commercial Performance and Sales Enablement

• Collaborate with Retail Managers to achieve sales budgets, supported by seasonal and incentive plans.
• Grow client portfolios to drive loyalty and advocacy.
• Identify synergies across channels and embed learning in Retail.

4. Operational Excellence and Risk Management

• Manage rota planning aligned with 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 compliance with Food Hygiene, Health & Safety, and Security standards.
• Fulfill Duty Management responsibilities as required.

5. Stakeholder and Project Leadership

• Partner with Buying & Merchandising, Marketing, and VM to ensure successful launches.
• Lead projects alongside Retail Managers, ensuring operational readiness.
• Collaborate closely with the Head of Retail to deliver Piccadilly priorities and strategy.

Key Performance Indicators

• Achieve an average ESP and tru rating score of 90% across Piccadilly.
• Demonstrate actionable responses to TruRating and customer feedback.
• Implement a People Plan with clear actions based on engagement survey results.
• Ensure consistent and effective team communication across briefings, 1:1s, noticeboards, and digital channels.
• Support sales budgets with effective incentive and seasonal trading plans.
• Maintain Health & Safety compliance.
• Achieve measurable year-on-year reduction in stock loss through improved controls and processes.
• Manage payroll and controllable costs within agreed budgets.

Role Specific Criteria

We are looking for a candidate who possesses:

• Proven senior retail leadership experience in a complex, high-profile environment.
• Strong change leadership and cross-functional influencing skills.
• Commercial and operational credibility, with an organized and solution-focused mindset.
• Confident decision-making abilities and excellent communication skills.
• A strong focus on KPIs and performance.
• Advanced Microsoft Office 365 skills.
• Experience with CRM, reporting, and service measurement tools.
• Resilience, professionalism, and the ability 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 of annual leave (including bank holidays). Please note, this role requires working on bank holidays.
• A fantastic subsidized staff restaurant that uses Fortnum’s ingredients.
• A range of opportunities for personal and professional development.
• Excellent pension scheme.

We are committed to nurturing your career and talent, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. We embrace each other’s differences to create a truly inclusive environment.

Join us and be part of a team that has been recognized and celebrated for outstanding contributions in Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service, and Local Community Awards!