Job Description

Our Head Office department is in the heart of Piccadilly and occupies the 5th & 6th floor of our beautiful flagship store. This central London location offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.





The role holder will lead and ensure the smooth running of the Concierge department, maintaining and growing this ambitious and dynamic division. This is a fascinating and challenging role, requiring commercial acumen and the dynamism to deliver commercial success during the peak Christmas trading period, but also the experience and personal skills needed to manage and develop relationships with high value private clients including celebrities and The Palace. Nurturing, developing and driving a close-knit team of dedicated Account Managers, the role holder will possess impeccable people skills and the resilience to co-ordinate key strategic partners across the business to deliver the seemingly impossible for clients with extremely high expectations.





Embracing corporate and private client gifting and events as well as our wine specialists and event partnerships, the Concierge department has a broad scope, requiring a leader with natural mental agility, a positive can-do approach and considerable resilience under pressure.





Using data insight and technology advances, the role holder will seek out new ways to acquire, retain and grow our corporate and private client base, ensuring we deliver joy-giving products, exceptional service and unforgettable experiences.


Generating creative gift/event solutions to the opportunities presented by an ever changing commercial landscape, the role holder will enjoy social interaction, possess strong emotional intelligence and be relentless in their drive to deliver exceptional service.

Key Responsibilities:

Develop and implement the department's strategic goals to grow the corporate and private client base and increase engagement and satisfaction. Manage the Concierge budget/forecasting and reporting, including sales, payroll, marketing and monthly Board Reports. Analysing and presenting key commercial data/insight to drive business development and inform commercial decision-making as well as managing the expectations of the business. Nurturing and growing our corporate and private client base, ensuring customer satisfaction by a relentless focus on delivering exceptional service Leading and motivating core team (c.16) and a large team of seasonal recruits (c.40) to commercial success during peak trading periods. Promote brand and insight-led innovation in the context of the competitive landscape Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer Supporting the continuous improvement of the technology underpinning the departmental systems by working in collaboration with tech teams and key stakeholders. Ensuring policies, processes and procedures are carried out in line with Fortnum's values. Managing improvements in performance of personal and departmental KPI'S and SLA'S
We expect the successful candidate to have the following skills and experience:





Excellent financial and commercial acumen; ability to produce sales reports and sales forecasting using Microsoft Excel, BI and other technology within the business.

Experience of leading a luxury, fast-paced gifting sales team, particularly in regard to corporate clients

Very comfortable working with data and insight and translating it into meaningful strategies

Instinctively agile in style and capable of working with ambiguity and sourcing innovative and creative solutions, with minimal resources and budget

Experience of leading the development and execution of a multi-year strategy

Ability to make strategic decisions, based on insight, financial acumen, sound logic and rationale

Dynamic business leader who develops and grows talented individuals

Creative thinker, with strong leadership and people skills

Strong communication skills with the ability to influence outcomes at all levels

Experience of creating and executing brand-led customer solutions and strategies

Experience of CRM systems and processes and reporting mechanisms to enable a function that is growing

Project management skills

An ability to challenge, always build credibility with a wide range of audiences and work with integrity

Self-managed and motivated, takes ownership and able to make strategic decisions

Drives operational BAU, business improvement work and projects

Able to plan, organise and manage operational execution; demonstrate a sense of urgency, driving activity, projects and teams

Tenacious, analytical and resilient - demonstrable track record in adapting to changing priorities and able to work within a fast-paced environment.

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
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