Floor Manager - Biscuitorium

Fortnum & Mason; City of Westminster; On-site; GBP 17,000 - 25,000; Full time

Benefits offered by this job

Competitive hourly rate

Discretionary annual bonus

Store discounts

Staff restaurant

Birthday day off

Pension scheme

Staff party

Job summary

Fortnum & Mason’s Biscuitorium Team Manager leads a passionate team to deliver exceptional guest experiences in a unique retail concept at our Piccadilly store.

You will drive sales performance, operational excellence and staff engagement while upholding Fortnum & Mason’s heritage of world-class service, craftsmanship and hospitality.

This role requires weekend and peak trading flexibility and offers a competitive hourly rate with discretionary bonus and staff benefits.

Qualifications

• Previous supervisory or management experience in retail, hospitality or experiential environments.
• Proven ability to lead, coach and motivate a high-performing team.
• Passion for delivering memorable guest experiences and service.

Responsibilities

• Lead, coach and develop the Biscuitorium team to deliver exceptional customer experiences daily.
• Create a welcoming environment for a memorable Fortnum's experience.
• Drive commercial performance and achieve KPIs through leadership and planning.
• Maintain the highest standards of presentation, cleanliness and service.
• Oversee stock management, rostering and daily operations.
• Build strong relationships with customers and resolve issues proactively.
• Collaborate with store teams to support events and business objectives.
• Champion the Fortnum & Mason brand and its heritage in every guest interaction.

Skills

Retail leadership

Customer service

Team motivation

Communication

Job description

Join the Fortnum & Mason Biscuitorium Team!

For over 300 years, Fortnum & Mason has been creating extraordinary experiences for our customers. Nestled within our iconic Piccadilly store, the Biscuitorium is a uniquely Fortnum's destination where creativity, hospitality and exceptional service come together. Here, guests can decorate their own biscuits while enjoying a memorable experience that combines craftsmanship, imagination and the warmth of our renowned customer service.

We are now looking for an inspiring Biscuitorium Team Manager to lead this special part of the business, bringing the Fortnum & Mason brand to life and creating memorable moments for every guest who visits.

The Role

As Biscuitorium Team Manager, you will lead and inspire a passionate team dedicated to delivering exceptional customer experiences in one of Fortnum's most unique and interactive retail concepts.

This is an exciting opportunity to combine commercial leadership with hospitality excellence, ensuring every guest enjoys an unforgettable experience while driving sales performance, operational excellence and team engagement.

Why Work For Us

• Competitive hourly rate + 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 additional wellbeing days
• Matched pension scheme and career development opportunities
• Annual staff party and incredible gifts after 5 years' service

What You'll Do

• Lead, coach and develop the Biscuitorium team to deliver exceptional customer experiences every day.
• Create a welcoming and engaging environment where guests can enjoy a memorable and interactive Fortnum's experience.
• Drive commercial performance and achieve KPIs through effective leadership, planning and coaching.
• Ensure the highest standards of presentation, cleanliness and service are maintained throughout the Biscuitorium.
• Oversee stock management, rota planning and daily operational activities to support a smooth-running business.
• Build strong relationships with customers, proactively resolving issues and exceeding expectations wherever possible.
• Work collaboratively with wider store teams to support key initiatives, events and business objectives.
• Champion the Fortnum & Mason brand, ensuring every guest interaction reflects our heritage, values and reputation for excellence.

What We're Looking For

• Previous experience in a retail, hospitality or experiential environment, ideally in a supervisory or management role.
• Strong leadership skills with the ability to motivate, develop and inspire a high-performing team.
• A passion for delivering exceptional customer experiences and creating memorable moments.
• Commercial awareness with experience driving sales performance and achieving business targets.
• Excellent communication, organisation and problem-solving skills.
• A positive, energetic and hands‑on approach with the flexibility to thrive in a fast-paced environment.
• Experience managing customer-facing operations within a premium or luxury brand would be advantageous.
• A genuine passion for the Fortnum & Mason brand and a commitment to delivering world‑class service.

Please note:

This role will require 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.

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.