Head of Concierge Full Time

Contract: Temporary
Salary: Competitive and Benefits
Our Head Office department is located 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.

We currently have an exciting opportunity to join us on a fixed term contract as our Head of Concierge.

The objective of this role is to lead and ensure the smooth running of the Concierge department whilst maintaining and growing our ambitious and dynamic division. Naturally, there will be a focus on achieving commercial success during the peak Christmas trading period and also ensuring successful implementation of recent changes in processes and technology.

The successful applicant will adeptly build strong relationships with key strategic partners within the Fortnum’s business with the aim of ensuring delivery of our gifting proposition and  providing exceptional customer experience.

Using data insight and taking an innovative approach, 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, the most exceptional service and create unforgettable experiences.

The role holder will interact with multiple parties across the company including Fortnum’s Management Group, Executive team and other business managers. In addition, the role holder will liaise regularly with central functions such as Commercial Finance, Logistics, Marketing, HR, Hospitality and Retail.

Other role accountibilities include;

Develop and implement your department’s strategic goals to increase client interaction, engagement and satisfaction
Manage the Concierge budget/forecasting and reporting, including Board Reports
Analysing and presenting key commercial data and information that will drive business development
Promote brand and insight-led innovation in the context of the competitive landscape
Leading and motivating core team and seasonal recruits to success during peak trading periods
Support your managers with key growth targets
Managing improvements in performance of personal and departmental KPI’S and SLA’S
Proactively manage the business and customer expectations
Ensure Client and Customer satisfaction is led by exceptional customer service
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
Ensuring polices, processes and procedures are carried out in line with Fortnum’s best practice
Team and leadership responsibilities such as leading, coaching and mentoring the Concierge teams
A competitive salary
A generous store and restaurant discount of up to 40%
28 days holidays pro rata (inc. 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