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
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