Opened in March 2023, our revamped 3rd floor is a highly innovative space, home to extraordinary food and drink experiences – from panel talks to supper clubs, masterclasses to product showcases – that demonstrate the best of Fortnum’s, tap into trends and allow us to collaborate with unique voices, creatives and communities from around the world.

The aim of Customer Experience Executive is to act as an ambassador for the brand and deliver the ultimate sense of pleasure to our 3rd floor guests. It is a floor-based role that will require impeccable hosting skills, imagination and flair, affinity to our brand and values, a can-do attitude, a high degree of dexterity, and an ability to engage with customers of all backgrounds.

Key Accountabilities:

• Act as an ambassador for the brand, being a welcoming first point of contact for customers, clients and guests on the 3rd floor

• Deliver product tastings, and engaging activations – such as tours, quizzes and blind tastings – that inspire and educate our customers in store, and encourage us to shop with us.

• Support external suppliers coming in to deliver activations

• Keep a close eye on the look & feel of the space, ensuring that is represents us in the best and most engaging way

• Possess a strong understanding of the Fortnum & Mason brand and its history, and speak passionately about them to our customers and guests

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

• Confident communication and storytelling skills

• A positive, patient, friendly attitude and capable of building a rapport with customers of all ages, nationalities and backgrounds.

• Passion, energy and creativity, showing initiative to ensure that interactions with guests are as engaging as possible

Key Responsibilities:

• Create and deliver an extraordinary customer experience, with impeccable service

• Ensure impeccable presentation in all working areas and personal presentation

• Respond effectively to customer complaints & ensure follow up action is taken to prevent reoccurrence 

• Confidently understand the Lighting, Audio & Camera Software, and being available to test lighting and microphones ahead of events where they are required and troubleshoot where necessary with support of the Food & Drink Studio Producer

• Play a leading role in ensuring that the Food & Drink Studio, act as a beacon for the brand and build pride amongst our people internally  

Benefits:

• A competitive salary + paid overtime
• Discretionary annual bonus of up to 5% of annual salary
• A subsidised staff restaurant which uses Fortnum’s ingredients
• 28 days paid holiday (inc. bank holidays) a year, an extra day off for your birthday and 5 extra wellbeing days off (post probation).
• Excellent pension scheme
• Defined development scheme to grow your career
• The opportunity to work for a multi-channel company that put digital first to better our ways of working
• And because we value your service with us, we give you additional annual leave once you’ve been with us for 5 years

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.