Floor Manager - Wines & Spirits

Fortnum & Mason plc; Greater London; On-site; GBP 38,000 - 54,000; Full time

Benefits offered by this job

Discretionary bonus

Store discounts up to 40%

Subsidised staff restaurant

28 days holiday + birthday + wellbeing

Matched pension & career development

Annual staff party

Job summary

Fortnum & Mason plc is seeking a Floor Manager for our Wine & Spirits department in London. You will lead a knowledgeable team, driving commercial performance while delivering the renowned Fortnum customer experience.

Lead with expertise, coach colleagues, and create a department that consistently achieves exceptional results. You will inspire customers through product knowledge, storytelling and superior service, supporting tastings, events and activations.

Qualifications

• Proven experience leading and developing high-performing retail teams.
• Track record of delivering sales growth and exceptional customer experiences.
• WSET Level 2 qualification (or equivalent) is essential.
• Passion for wine, spirits and luxury retail.

Responsibilities

• Lead, inspire and develop a team of Sales Associates and Supervisors to deliver exceptional customer experiences every day.
• Drive sales performance, productivity and departmental targets through strong leadership and commercial focus.
• Build lasting customer relationships through expert recommendations, gifting advice and exceptional service.
• Support customers with wine, Champagne and spirits selections for everyday enjoyment, gifting and special occasions.
• Coach and develop colleagues to build confidence in product knowledge and specialist selling skills.
• Maintain exceptional standards across service, visual presentation, stock availability and departmental operations.
• Support department launches, tastings, seasonal events and customer activations.
• Analyse department performance and use insight and KPIs to identify opportunities for growth.
• Drive clientelling through our Fortnum’s Connect platform.
• Build effective relationships with Buying, Merchandising, Marketing, Stock Operations and wider Retail teams.
• Ensure all alcohol retailing policies and compliance standards are consistently maintained.
• Act as a Duty Manager when required, supporting the wider store operation and customer experience.

Skills

Retail leadership

Sales growth

Wine & spirits knowledge

Customer service

Education

WSET Level 2

Job description

JointheFortnum&Mason Wine & Spirits Team!

As one of London's most prestigious wine and spirits destinations, our Wine & Spirits department offers customers an exceptional range of fine wines, Champagnes and premium spirits from around the world. Combining expertise, storytelling and exceptional service, we create memorable experiences for every customer who visits us.

As Floor Manager, you will lead a knowledgeable and passionate team, driving commercial performance whilst delivering the outstanding customer experience that Fortnum & Mason is renowned for. You'll inspire customers through your expertise, develop colleagues through coaching and create a department that consistently delivers exceptional results.

WhyWorkForUs:

• Discretionaryannualbonus(upto5%ofsalary)*

• Upto40%storeandrestaurantdiscounts*

• SubsidisedstaffrestaurantusingFortnum’singredients

• 28daysholiday+adayoffforyourbirthdayand5extrawellbeingdaysoff*

• Matchedpensionschemeandcareerdevelopmentopportunities

• Annualstaffpartyandincrediblegiftsafter5years

*Subject to terms and conditions of employment

WhatYou'llDo:

• Lead, inspire and develop a team of Sales Associates and Supervisors to deliver exceptional customer experiences every day.

• Drive sales performance, productivity and departmental targets through strong leadership and commercial focus.

• Build lasting customer relationships through expert recommendations, gifting advice and exceptional service.

• Support customers with wine, Champagne and spirits selections for everyday enjoyment, gifting and special occasions.

• Coach and develop colleagues to build confidence in product knowledge and specialist selling skills.

• Maintain exceptional standards across service, visual presentation, stock availability and departmental operations.

• Support department launches, tastings, seasonal events and customer activations.

• Analyse department performance and use insight and KPIs to identify opportunities for growth.

• Drive clientelling through our Fortnum’s Connect platform.

• Build effective relationships with Buying, Merchandising, Marketing, Stock Operations and wider Retail teams.

• Ensure all alcohol retailing policies and compliance standards are consistently maintained.

• Act as a Duty Manager when required, supporting the wider store operation and customer experience.

WhatWe'reLookingFor:

• Proven experience leading and developing high-performing retail teams.

• A strong track record of delivering sales growth and exceptional customer experiences.

• Passion for wine, spirits and luxury retail.

• Strong knowledge of wines, Champagnes and premium spirits, with the ability to confidently guide customer purchasing decisions.

• WSET Level 2 qualification (or equivalent) is essential.

• WSET Level 3 qualification would be advantageous.

• Ability to make tailored recommendations based on customer preferences, occasions, food pairings and gifting requirements.

• Experience coaching and developing others in specialist product knowledge and premium selling techniques.

• A genuine interest in product storytelling, bringing the heritage, provenance and craftsmanship behind our products to life.

• Commercial awareness with the ability to identify opportunities to grow sales through customer engagement and product recommendations.

• Confidence hosting tastings, customer events or experiential activations.

• Strong understanding of responsible alcohol retailing and age-verification requirements.

• Excellent communication and stakeholder management skills.

• A hands-on, visible leadership style with the ability to lead by example.

• Curiosity to continually develop knowledge of producers, regions, vintages, emerging trends and customer preferences.

• Flexibility to work various shifts, including weekends and peak trading periods.

About You:

You’ll be an inspiring and commercially minded leader who combines a passion for wine and spirits with a commitment to developing others and delivering exceptional customer experiences. Whether coaching a colleague, hosting a tasting event or helping a customer find the perfect bottle, you’ll bring energy, expertise and enthusiasm to every interaction.

This is a fantastic opportunity to lead one of Fortnum's most specialist departments whilst developing your career within a world-renowned luxury retailer.

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, Hospitality, Visual Merchandising, Customer Service and Local Community initiatives.

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.