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Retail Office Manager

Job description

Join the Fortnum & Mason Retail team!

Behind every exceptional Fortnum & Mason retail experience is flawless organisation. As our Retail Office Manager, you’ll be the backbone of UK Retail: planning ahead, connecting teams, and ensuring everything runs seamlessly. 

This is an opportunity to influence, connect, and make a real impact. If you thrive on organisation, love building relationships, and want to be part of a heritage brand that’s always looking forward, we would love to hear from you!

Why Work For Us:

  • Competitive salary

  • A generous store and restaurant discount of up to 40%

  • 25 days holidays (excluded bank holidays) and an extra day off for your birthday

  • A fantastic subsidised staff restaurant which uses Fortnum’s ingredients

  • A range of opportunities to develop and grow personally and professionally

  • Excellent pension scheme

What You'll Do:

Reporting to the Retail Director UK, the role holder will pro-actively manage all administration and organisation needs for the retail operational team. 

As an ambassador for the Retail Senior Management Team, the role holder will contribute to the goals of the retail team by supporting key processes, building productive working relationships with stakeholders and owning communication activities.

 

Reports to:  UK Retail Director

Direct Reports: Store Services Assistant, Admin Assistant

Key interfaces: The role holder will interact with a wide range of stakeholders, internally and externally, maintaining the highest standards of professional communication and confidentiality. Stakeholders will include senior business leaders and external parties to which the role holders will represent the Fortnums brand.

 

The Retail Office Manager will:

  • Take a pro-active future focused view of administration and organisation needs, planning ahead and making detailed advance preparations for key cyclical activities and events;

  • Acting as an ambassador for the Retail Senior Management Team, forge connections with a wide group of stakeholders both internally and externally;

  • Proactively manage calendars for the Retail Senior Management Team, aiming to make best use of time and working with colleagues to resolve schedule conflicts;

  • Lead communication efforts within the retail team, taking responsibility for the content, arrangements for and production of regular communication vehicles such as the newsletter, updating of noticeboards, employee listening groups, regular management team meetings and Good Morning Fortnums and management of internal communication systems for UK Retail such as WorkVivo;

  • Co-ordinate events and meetings on behalf of the retail team, liaising with third parties to ensure that events are organised and managed to the highest standards, including overseeing staff travel bookings related to supplier visits and other business needs;

  • Hospitality statement and expenses reconciliation for Senior Management Team

  • Track and manage the Opex budget allocated to the retail team and associated processes such as Purchase Orders, anticipating needs and issues and raising awareness early;

  • Track and manage the retail payroll, agency invoice matching ensuring that a highly organised process enables the Senior Management Team to identify requirements and issues and plan accordingly;

  • Manage the uniform allocation process, supporting the aim of maintaining the highest brand standards;

  • Support standards of service through the regular production of Exceptional Service Reports and Customer Service Reports and tracking of related actions;

  • Oversee task tracking via Trail, monitoring activity completion and enabling the Senior Management Team, via regular reports to view activity summaries;

  • Create and produce Retail Health Dashboard to bring visibility to key retail data, enabling themes and highlights to be shared and appropriate actions to be identified and tracked.

  • Manage digital tools and operational systems including the Rumble process, portal logins and email access, and take ownership of the UK Retail SharePoint—conducting regular reviews to ensure accuracy, accessibility and relevance.

  • Co-ordinate and administer retail incentive processes, ensuring accurate tracking and timely follow-up.

    What We Are Looking For:

  • Strong Communication verbal & written

  • Strong problem solving focus with the drive to follow tasks through to a successful completion  

  • People management skills, including the ability to inspire, lead and motivate people, delegate work and explain ideas

  • Excellent time management, organisational and prioritising skills

  • Willing to adapt and take on new challenges and driven to continually improve

  • Develop corrective action plans where necessary

  • Commercial Awareness

  • Able to work under pressure in a fast paced environment whilst also productively managing ahead in terms of priorities and deadlines.

  • Ability to work as part of a team & independently

  • Proactive ability to drive process outside of own area

  • Accuracy and attention to detail

  • Good understanding of Microsoft operating systems.

  • Understanding of health and safety at work

  • Manage and maintain retail operational processes & procedures.

  • Always mindful of Fortnum’s Key values & applying these to daily tasks – Take Pride, Achieve Together, Do the Right Thing

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.