Internal Channels & Content Lead in London

At Fortnum & Mason, we pride ourselves on exceptional standards, timeless tradition, and a spirit of innovation. We are seeking a creative, collaborative and enterprising Internal Channels and Content Lead to join the Employee Communication and Engagement Team, which sits within the People Team function at Fortnum's. Our Head Office 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 is only a short walk from Green Park Tube Station and plenty of bus stops.

As an integral part of the team, you will own and manage Fortnum & Mason's internal communication channels, ensuring content is engaging, inclusive, and accessible for all colleagues across 8 locations. A central component of the role is driving adoption and effectiveness of Workvivo - our central communication platform used by all team members at Fortnum's. This role is both strategic and hands-on.

In the role you will:

• Govern Workvivo architecture targeting and analytics to ensure relevance and clarity.
• Measure and report platform analytics, providing monthly summaries of performance across channels (Workvivo, email, digital screens) and sharing actionable insights with the wider team.
• Act as the subject matter expert for Workvivo - engaging regularly with the supplier to resolve issues, plan improvements, and drive platform enhancements.
• Serve as a trusted advisor to stakeholders on communication best practices and channel strategy.
• Ensure editorial control of our brand and TOV across all communications.
• Develop content standards, best practices, and templates for SME and communications champions to use.
• Produce creative, inclusive content - short-form video, graphics, and written storytelling - that celebrates food, service, and unforgettable experiences.
• Provide advisory support on business-wide change communication - including advice and guidance on channel use and message development.
• Develop and maintain the editorial calendar, ensuring the content planned reflects our seasonal rhythm, cultural moments and strategic priorities.
• Support Executive Communications (scripts, posts, video).
• Ensure all content meets accessibility and inclusion standards and is easily digestible for busy audiences.

Skills & Experience:

• Good creative, technical expertise and internal communications platform knowledge with the ability to deliver engaging content across channels such as Workvivo, digital screens, video, Teams Live broadcasts, and email.
• Experience collaborating with third party suppliers and producing clear, effective briefs.
• Experience managing internal communication channels and digital platforms.
• Adept at managing and crafting communications for senior stakeholders with professionalism and clarity.
• Exceptional verbal and presentation skills, complemented by strong copywriting and storytelling ability.
• Strong creative skills utilising video editing and graphic design tools.
• Analytical mindset with the ability to interpret engagement metrics and optimise content performance.
• Brilliant stakeholder management.
• Experience in an operational (retail or hospitality) business preferable.
• Highly adaptable, with proven ability to thrive in fast-paced environments.
• A natural curiosity and passion for internal communications practices.
• Keen ear to the ground, an empathetic listener who values feedback.
• Minimum of 5 years' experience working within an internal communications or marketing function.

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.
• Excellent pension scheme and discretionary bonus.

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.