By Appointment By Appointment
Fortnum & Mason logo

Client Services Manager (12 month FTC)

Client Services - Piccadilly

Contract: Temporary
Salary: Competitive and Benefits

Located in the heart of Piccadilly in 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:

Leading, inspiring and developing a team to ensure operational excellence is achieved and KPI’s are delivered in line with our Vision and Values.

Please note this is a 12 month fixed term contract.

Key Role Responsibilities:

  • Leading the team ensuring it meets and exceeds F&M standards and targets
  • Create and deliver an extraordinary customer experience, meeting sales & profit targets
  • Coach and develop team to ensure efficiency, leading by example
  • Update your manager on business performance, new initiatives and other pertinent issues
  • Work closely with colleagues to collate information for weekly trade report
  • Take ownership of the weekly trade report and feedback key indicators for the week to senior stakeholders
  • Own monthly reporting (board report/business review) communicating highlights, lowlights, opportunities and risks for the period ahead
  • Complete weekly one to one meetings with the team, status report and bi-annual PDR’s in line with Company and individual Objectives, Vision and Values
  • Ensure adherence to company policies, controls and standards (e.g. due diligence, cleanliness, dress code standards etc.)
  • Develop strong working relationships both with internal and external stakeholders to be able to influence key commercial decision
  • Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what competitors are doing
  • Manage department key client accounts
  • Present the brand to a wider audience where appropriate, whether through presentations, events or networking
  • Identify and develop potential sales leads in order to achieve departmental targets
  • Manage the inbound enquires from the inbox and delegate to the team
  • Lead the department through a busy Christmas season

Key Performance Indicators:

  • Continually drive trading performance: Sales V Plan, Sales V LY
  • Maintain strong relationships with clients
  • Manage Customer Complaints and customer feedback and take action accordingly
  • Seek ongoing feedback from line manager, peers and team
  • Monitor success of marketing events and feedback
  • Roles filled through succession planning, focussing on internal succession
  • Follow through from senior meetings and people discussions
  • Ensure team attend training that is available to them

Key Behaviours:

  • Lead and inspire to deliver the business goals on a daily basis
  • Demonstrates key team work qualities at all times
  • Solid interpersonal and communication skills
  • Ability to build and nurture relationships with clients as well as across all areas of the business
  • Ability to involve 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 your role and the wider business.
  • Conveys a positive outlook and approach, even in stressful situations. able to remain calm and find the correct solution
  • Demonstrate a sense of urgency in taking action and executing tasks
  • Demonstrate high levels of planning, organising, and time management to drive the operational execution across the department
  • Willing to get involved in everyday tasks and assist other departments when necessary


  • Build professional lasting relationships at all levels
  • Collaborate flexibly as part of a team
  • Communicate in a confident and friendly manner
  • Effectively build rapport in order to get the best solution and deliver results
  • Choose the best method of communication when escalating issues or requesting support
  • Consistently influence peers and build upward relationships across the business
  • Liaise with buyers and merchandisers for stock
  • Liaise with logistics and warehouse for delivery of client orders
  • Identify training needs and influence stakeholders to deliver
  • Support team members with personal work goals and encourage them to expand their remit
  • Log and monitor holiday requests and absences, conduct RTW and reviews
  • Review monthly/quarterly KPI’s – identify trends and areas of improvement
  • Prepare & drive my own development & performance by seeking feedback
  • Role model the company values and develop my team to create an environment where we recognise achievement
  • Inspire creativity and innovation within my team in order to deliver business goals

Customer Experience:

  • Demonstrate a commercial mind set & outlook to stay responsive to customer needs
  • Improve performance by using knowledge of customers product and competitors
  • Have an inspiring presence with high visibility
  • Constantly looking at ways which we can develop a long lasting relationship with our customers and exceed their expectations
  • Develop awareness of global and local issues and share to drive continuous improvements and commercial growth
  • Inspire and develop a commercial mind set
  • Be accountable for delivering results and give full consideration to short and medium term opportunities

Operational Standards:

  • Solid interpersonal and communication skills
  • 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, led by example and find the correct solution
  • Demonstrate a sense of urgency in taking action and executing tasks
  • Review and develop processes to ensure high quality and employee engagement


  • Create and deliver an extraordinary customer experience, meeting targets set by manager
  • Ensure team are hitting and exceeding sales targets set by the business
  • Act as a role model at all times with customer experience at the top of the agenda
  • Assist team with converting sales, ensuring all steps are taken to provide a smooth process for the client
  • Respond effectively to escalated customer complaints & ensure follow up action is taken to prevent reoccurrence
  • Know & understand department strengths & customer profiles
  • Ensure sales and call sheets are completed with attention to detail
  • Collate & discuss existing client engagement with manager to identify risks & opportunities alongside actions
  • Ensure a thorough brand and product knowledge
  • Demonstrate an authentic and passionate understanding of brand product


We expect the successful candidate to have the following skills and experience:

  • Excellent Microsoft office skills
  • Excellent communication skills
  • Be really resilient and be able to manage up
  • Excellent diary management able to ensure Managers attend meetings on time
  • Robust experience of the CRM systems and processes and reporting mechanisms to enable a function that is growing and maturing at speed
  • Digitally savvy
  • An ability to challenge, build credibility with a wide range of audiences and work with integrity/confidentiality at all times

In return we offer the following fabulous benefits:

  • A competitive salary
  • A generous store and restaurant discount of up to 40%
  • 25 days holiday plus bank holidays and an extra day off for your birthday
  • A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
  • Excellent pension scheme

At Fortnum & Mason we've been innovating for more than 300 years and as part of our mission to deliver a sense of pleasure for the centuries to come. We have grown to be a digitally focused and multi-channel company with the excitement of expanding our family to include those willing to grow with us.

Those who can consistently demonstrate individual initiative within a collaborative team framework, thrive at Fortnum & Mason. If this sounds like you, and you’re ready for the next step in your career, we welcome your application!