Biscuitorium Experience Manager

Fortnum & Mason plc; Greater London; On-site; GBP 1,653,000 - 2,204,000; Full time

Benefits offered by this job

Overtime pay

Bonus up to 5%

Store/restaurant discounts

Staff restaurant

28 days holiday + birthday + wellbeing

Matched pension

Annual staff party

Gifts after 5 years

Job summary

Fortnum & Mason plc is seeking an inspiring Biscuitorium Team Manager to lead a passionate team delivering exceptional guest experiences in our unique Biscuitorium concept at Fortnum's Piccadilly store. You will blend commercial leadership with hospitality excellence to ensure memorable experiences while driving sales and operational excellence.

The role requires strong leadership, a hands-on approach and a commitment to delivering world-class service in a premium retail environment.

Qualifications

• Experience in retail, hospitality or experiential environments; supervisory or management experience preferred.
• Strong leadership skills to motivate and inspire a high-performing team.
• Passion for delivering exceptional guest experiences and memorable moments.
• Commercial awareness with ability to drive sales and meet targets.
• Excellent communication, organisational and problem-solving abilities.
• Positive, energetic, hands-on approach in a fast-paced setting.
• Experience with premium or luxury brands is a plus.

Responsibilities

• Lead, coach and develop the Biscuitorium team to deliver exceptional customer experiences daily.
• Create a welcoming, interactive Fortnum's experience for guests.
• Drive commercial performance and achieve KPIs through effective leadership and planning.
• Maintain high standards of presentation, cleanliness and service across the Biscuitorium.
• Oversee stock management, rota planning and daily operations for smooth running.
• Build strong customer relationships; proactively resolve issues and exceed expectations.
• Collaborate with wider store teams on initiatives, events and objectives.
• Champion the Fortnum & Mason brand in every guest interaction.

Skills

Leadership

Customer service

Commercial acumen

Communication

Problem solving

Team development

Organisational skills

Job description

Fortnum & Mason plc is seeking an inspiring Biscuitorium Team Manager to lead a passionate team delivering exceptional guest experiences in our unique Biscuitorium concept at Fortnum's Piccadilly store. You will blend commercial leadership with hospitality excellence to ensure memorable experiences while driving sales and operational excellence.

The role requires strong leadership, a hands-on approach and a commitment to delivering world-class service in a premium retail environment.