Job General Manager Service & Operations, London

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