General Manager Service & Operations

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

1. Service, Standards and Guest Experience
   1. Embed a culture of service excellence across all floors.
   2. Own and drive high standards across POS, presentation, replenishment, cleanliness and grooming.
   3. Deliver retail theatre, activations and experiential moments with a clear annual calendar.
   4. Identify and test innovation to enhance service delivery and guest experience.
2. Leadership, People and Culture
   1. Lead and develop Retail Managers through coaching and capability building.
   2. Enable managers to remain frontfacing, focused on guests, teams and sales.
   3. Build an inclusive, engaged culture, acting on feedback.
   4. Champion training and development, including supplier engagement.
3. Commercial Performance and Sales Enablement
   1. Partner with Retail Managers to deliver sales budgets, supported by seasonal and incentive plans.
   2. Grow client portfolios to drive loyalty and advocacy.
   3. Work across channels to identify synergies and embed learning in Retail.
4. Operational Excellence and Risk Management
   1. Own rota planning aligned to trading patterns and guest demand.
   2. Drive continuous improvement across front and back of house.
   3. Lead stock loss reduction and ensure costs are managed within budget.
   4. Maintain strong compliance across Food Hygiene, Health & Safety and Security.
   5. Fulfil Duty Management responsibilities as required.
5. Stakeholder and Project Leadership
   1. Partner with Buying & Merchandising, Marketing and VM to deliver launches right first time.
   2. Lead projects alongside Retail Managers, ensuring operational readiness.
   3. 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.

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