Floor Manager - Tea & Coffee

Join the Fortnum & Mason Tea & Coffee Team! 

Step into a world of refined flavour and timeless tradition at Fortnum & Mason's iconic Tea & Coffee department. With over 300 years of expertise, we source exceptional teas and coffees from around the world and bring them to life through memorable customer experiences. 

As Floor Manager, you will lead a passionate team, champion exceptional service and create an engaging environment where both colleagues and customers can deepen their appreciation of tea and coffee. You'll play a key role in driving commercial success whilst developing a high-performing team and maintaining the standards expected of one of Fortnum's most iconic departments. 

Why Work For Us: 

• Discretionary annual bonus (up to 5% of salary)* 
• Up to 40% store and restaurant discounts* 
• Subsidised staff restaurant using Fortnum’s ingredients 
• 28 days holiday + a day off for your birthday and 5 extra wellbeing days off* 
• Matched pension scheme and career development opportunities 
• Annual staff party and incredible gifts after 5 years 

*Subject to terms and conditions of employment 

What You'll Do: 

• 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 floor leadership and coaching.  
• Build customer loyalty through personalised recommendations, product storytelling and specialist tea and coffee expertise.  
• Ensure the team delivers confident advice on tea and coffee origins, flavour profiles, brewing methods and gifting solutions.  
• Maintain exceptional standards across service, visual presentation, stock availability and departmental operations.  
• Coach and support colleagues through regular feedback, training and development conversations.  
• Build strong relationships with Buying, Merchandising, Marketing, Stock Operations and wider Retail teams.  
• Support launches, seasonal campaigns and retail theatre activity within the department. 
• Act as a Duty Manager when required, supporting the wider store operation and customer experience. 

 What We're Looking For: 

• Passion for tea, coffee and delivering exceptional customer experiences.  
• Strong knowledge of tea and coffee origins, flavour profiles and brewing methods.  
• Ability to confidently recommend products based on customer preferences, occasions and gifting needs.  
• Experience coaching and developing others in specialist product knowledge and premium selling techniques.  
• A genuine interest in product storytelling, bringing the provenance and heritage of our teas and coffees to life.  
• Commercial awareness with the ability to identify sales opportunities through customer engagement and product recommendations.  
• Confidence hosting tastings, demonstrations or customer events.  
• Curiosity to continually develop your knowledge of new products, industry trends and customer preferences.  
• Experience working within a premium, luxury or specialist food and beverage environment would be advantageous. 

This is a great opportunity to demonstrate a genuine passion in delivering a memorable  experience to all our customers, as well as developing your skillset within a luxury setting. 

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.

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.