Fortnum & Mason

Role Purpose: This role is accountable for delivering exceptional service and operational execution across all floors at the Piccadilly flagship, supporting the 5 Year Plan ambition of achieving 90% service scores and unforgettable guest experiences. Working closely with the Head of Retail, the role leads the service proposition for Piccadilly, with a particular focus on Retail Services and Guest Experiences. It plays a key role in evolving Piccadilly as a globally renowned flagship, ensuring service excellence, innovation and strong operational foundations. A significant emphasis is placed on visible leadership, standards, and partnership working, including close collaboration with Hospitality partners on the Food & Drink Studio and other experiential spaces. Reports to: Head of Retail - Piccadilly Direct Reports: Retail Managers - Piccadilly Key interfaces: The role holder will work cross-functionally with Retail, Hospitality, Buying & Merchandising,...