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WDF Supervisor

International - Piccadilly

Contract: Permanent
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.

Role Purpose:

A sales and service focused role, coaching team members to optimise and exceed sale targets while maintaining brand standards.

Key Accountabilities:

Manage a team of 3/4:

  • Produce weekly rota for team of part-time staff adhering to operational impact of flight schedules, budgets, and staff availability
  • Manage sick days, engaging agency staff where necessary but within budget
  • Manage all other staff issues with support from Head Office.
  • Help drive, motivate, and encourage the store team to achieve sales targets
  • Coach, counsel, and train team to always deliver exceptional customer service
  • Act as first initial point of contact for issues regarding customer complaints, as well as for key stakeholders within Terminal 5
  • Ensure strict adherence to company and airport policies, controls and standards including food hygiene.
  • Use Microsoft Office platforms to deliver regular reports to line manager
  • Manage tastings and support events
  • Maintain visual merchandising standards as set out by Head Office
  • Regular visits to other Heathrow terminals to check standard

Work with the Terminal 5 Airport team to ensure the smooth running of the Fortnum and Mason space to their standards as well as our own:

  • Maintain space to prescribed rules
  • Ensure regular contact with the floor manager with any issues and build relationship
  • Build relationship with the stock controllers at T5. Report all stock issues and increase opportunity for correcting stock issues.

Key Performance Indicators:

  • Drive Sales V Plan, Sales vs LY
  • Pass unplanned audits on policy by Terminal 5 stakeholders
  • Acting on customer feedback and complaints working with main T5 store
  • Seek ongoing feedback from line manager, peers and team.
  • Ensure well managed stocks and displays

Key Behaviours:

  • Good people management skills
  • Ability to multitask, prioritise and manage time effectively
  • Solid interpersonal and communication skills
  • Build strong relationships with stakeholders easily
  • Ability to think quickly and rationally to ever-changing situations
  • Demonstrate the desire and curiosity to become an expert within your role and the wider business, taking advantage of all appropriate training opportunities offered by F&M
  • Convey a positive outlook and approach, even in stressful situations
  • Ability to work remotely from line manager


  • Motivate and inspire team to hit targets
  • Consistently lead by example
  • Coach to drive performance and enable change
  • Role model the company values
  • Cash-handling, ordering change and maintaining gift card levels
  • Inspire creativity and innovation within the team to deliver business goals
  • Seek and act on feedback to develop myself and my team
  • Support new recruits in department - prepare two-week induction plan/checklist
  • Ensure staff grooming standards meet company requirements
  • Help to ensure that all staff always carry out their duties to the best of their abilities
  • Provide on floor feedback to team to heighten their ability to fulfil the role and to prevent unwanted behaviours from reoccurring

Customer Experience:

  • Maintain excellent presentation standards and cleanliness
  • Regularly check presentation of team members (grooming, dress code, name badges)
  • Demonstrate thorough product knowledge
  • Ensure all products are clearly labelled and pricing is accurate and in line with company’s standards
  • Ensure all new and exclusive products/brands have corresponding signage and that it is clear and in good condition
  • Ensure due diligence of H&S standards – free of hazards and accidents reported correctly and of minimal occurrence
  • Awareness of security procedures and act upon
  • Drive tastings and customer activity to deliver a sense of pleasure to our customers

Operational Standards:

  • Solid interpersonal and communication skills with the ability to influence outcomes at all levels
  • Ability to build and nurture relationships across all areas of the business involving the right people at the right time
  • Ability to think quickly and rationally to ever-changing situations
  • Demonstrate the desire and curiosity to become an expert within the role and the wider business
  • Convey a positive outlook and approach, even in stressful situations. Ability to keep calm, lead by example and find the correct solution
  • Demonstrate a sense of urgency in taking action and executing tasks
  • Familiar with Microsoft Office and able to use to deliver regular reports

In return, we offer fabulous benefits:

  • A competitive salary + paid overtime
  • A generous store and restaurant discount of up to 40%
  • Annual bonus of up to 5% of annual salary
  • 28 days holidays pro rata (inc. bank holidays) and an extra day off for your birthday
  • A fantastic subsidised staff meal scheme
  • Defined development scheme to grow your career
  • Monthly staff shop
  • Excellent pension scheme