Our Head Office department is 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.

Fortnum’s is currently working on plans to better understand and engage all customers (through data and insight, personalisation, CRM etc). Alongside this, we also want to find new ways to engage, acknowledge and reward our most valued customers.  

You will be responsible for supporting and delivering on the Customer Engagement team’s overall strategy across our new Membership programme, Friends of Fortnum’s, with a focus on driving growth across acquisition of new Members as well as engaging existing Members using a multi-channel marketing approach.  

Across Membership you will help drive the strategic direction of the programme, ensuring that it is highly relevant and capable of strengthening relationships with our most engaged customers as well as building stronger relationships with those who have the potential to engage with the brand more frequently. 

This role will work closely with our Senior Marketing Manager and Online Trading teams to deliver initiatives that support our acquisition and in-life sales targets for the year, as well as taking a hands on approach to operations supporting where needed across our Retail, Hospitality and Customer Services team to ensure a cohesive Membership experience.      You’ll work closely with our Buying and Merchandising teams to develop our product strategy and offering for Members, focusing on a curation of bespoke products and encourage co-creation and product discovery. There will also be opportunities to develop our Events strategy to provide more exclusive experiences to our Members. 

This is a senior role for a high performing individual who enjoys working in a matrix organisation, developing new ways of working and designing new processes to drive results. This individual will relish the role of championing of Friends of Fortnum’s across the business to ensure it is at the heart of consideration for all business units. 

Key Responsibilities:

• Experience in the loyalty or subscriptions sector with a focus on driving growth and nurturing customer experience  

• A highly experienced Marketing professional, with demonstrable experience in planning and executing marketing activity 

• Experience of digital marketing preferable  

• Extensive experience developing and leading cross-functional teams and creative agencies. 

• Creative mindset – able to translate strategy into a clear vision for creative execution across key channels.  

• Comfortable with writing simple copy and self-serving across design elements  

• Strong brief writing skills, working closely with our design and copy teams in the execution of our customer comms 

Skills & Experience: 

• Experience in the loyalty or subscriptions sector with a focus on driving growth and nurturing customer experience  

• A highly experienced Marketing professional, with demonstrable experience in planning and executing marketing activity 

• Experience of digital marketing preferable  

• Extensive experience developing and leading cross-functional teams and creative agencies. 

• Creative mindset – able to translate strategy into a clear vision for creative execution across key channels.  

• Comfortable with writing simple copy and self-serving across design elements  

• Strong brief writing skills, working closely with our design and copy teams in the execution of our customer comms 

• Collaborative considered and adaptable manager, with the ability to influence at a senior level and across disciplines and staff of all level 

• A passion and enjoyment for building relationships and collaborating with a wide variety of teams 

• Strong strategic thinking and communication skills. 

• Excellent organisational and project management abilities – able to manage operational day to day execution as well as strategically minded.  

• Passionate, ambitious, with a love of learning & takes pride in all they do 

• Attention to detail; always looking to improve 

• Tenacious, proactive, and self-motivated 

Why Work For Us:

• Competitive salary

• A generous store and restaurant discount of up to 40%

• 25 days holidays (excluded 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

• Discretionary bonus

• Excellent pension scheme

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.