Floor Manager

Fortnum & Mason plc; Greater London; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Discretionary bonus up to 5% of salary

Store and restaurant discounts up to 4

Subsidised staff restaurant

28 days holiday + birthday + wellbeing

Matched pension scheme

Annual staff party and gifts

Job summary

Fortnum & Mason plc is seeking a Floor Manager for its Home Entertainment team at Piccadilly. You will lead a team to deliver memorable customer experiences, enhance product knowledge, and drive commercial performance within a luxury setting.

You will oversee standards across service, presentation and stock, coaching colleagues and collaborating with Buying, Merchandising and Marketing to launch campaigns and new product lines. Weekend/holiday availability is required.

Qualifications

• Experience leading and developing a retail team.
• Ability to drive sales and commercial performance.
• Strong focus on delivering personalised customer service.

Responsibilities

• Lead, inspire and develop a team of Sales Associates and Supervisors to deliver exceptional customer experiences daily.
• Drive sales, productivity and department performance through strong floor leadership and coaching.
• Build customer loyalty via personalised service and product storytelling.

Skills

Team leadership

Customer experience

Sales driving

Coaching & development

Communication

Job description

Join the Fortnum & Mason Home Entertainment Team!

Step into the world of Home Entertainment at Fortnum & Mason, where exceptional products, beautiful presentation and extraordinary service come together to inspire our customers.

We are looking for an experienced and passionate Floor Manager to lead our Home Entertainment team at Piccadilly. You’ll inspire colleagues to deliver memorable customer experiences, build their product knowledge and drive strong commercial performance, while maintaining the exceptional standards our customers expect from Fortnum & Mason.

This is an exciting opportunity for a confident people leader who thrives in a premium retail environment and knows how to bring the very best out of both their team and their department.

Why Work For Us

• Discretionary annual bonus of up to 5% of salary*
• Up to 40% store and restaurant discounts*
• Subsidised staff restaurant using Fortnum’s ingredients
• 28 days’ holiday, plus a day off for your birthday and 5 additional wellbeing days*
• Matched pension scheme and career development opportunities
• Annual staff party and incredible gifts after 5 years

*Subject to terms and conditions of employment.

What You’ll Do

As Floor Manager, you will:

• Lead, inspire and develop a team of Sales Associates and Supervisors to deliver exceptional customer experiences every day.
• Drive sales, productivity and departmental performance through strong floor leadership, coaching and commercial awareness.
• Build customer loyalty through personalised service, confident recommendations and engaging product storytelling.
• Develop your team’s product knowledge, ensuring colleagues can confidently advise and inspire our customers.
• Identify opportunities to increase sales and maximise the commercial performance of the department.
• Maintain exceptional standards across customer service, visual presentation, merchandising, stock availability and day-to-day operations.
• Coach and support colleagues through regular feedback, training and development conversations.
• Work collaboratively with Buying, Merchandising, Marketing, Stock Operations and wider Retail teams.
• Support new product launches, seasonal campaigns and retail theatre across the department.
• Ensure the department remains beautifully presented and provides an engaging and inspiring environment for customers.
• Act as a Duty Manager when required, supporting the wider store operation and customer experience.

What We’re Looking For

We’re looking for someone who:

• Has previous experience leading and developing a team within a retail environment.
• Is passionate about delivering exceptional, personalised customer experiences.
• Demonstrates strong commercial awareness and understands how to drive sales and departmental performance.
• Is a confident and engaging leader who enjoys coaching and developing others.
• Has excellent communication and interpersonal skills.
• Can build strong product knowledge and inspire their team to confidently share this with customers.
• Takes pride in exceptional visual and operational standards.
• Is proactive, organised and confident making decisions in a fast-paced environment.
• Has a genuine interest in luxury products, interiors, homeware or entertaining.
• Understands how great storytelling, product knowledge and service can create memorable experiences and drive customer loyalty.
• Has experience within a premium or luxury retail environment, which would be advantageous.

This is a fantastic opportunity to bring your leadership experience and commercial mindset to one of Fortnum & Mason’s distinctive departments, while continuing to develop your career within a luxury retail environment.

Please note: This role requires flexibility to work across weekends, bank holidays and peak trading periods in line with business needs.

This is a physically demanding position, involving long periods of standing, moving stock and working in a fast-paced retail environment.

Applications close: 2 October 2026

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; or 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.