Floor Manager - Biscuitorium

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

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.