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- Tasks: Lead our Membership programme, driving growth and enhancing customer engagement.
- Company: Join a prestigious brand in the heart of London with a vibrant culture.
- Benefits: Enjoy up to 40% discount, 25 days holiday, and a subsidised staff restaurant.
- Why this job: Be at the forefront of customer engagement and make a real impact.
- Qualifications: Experience in marketing, loyalty programmes, and strong leadership skills.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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 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.
- Collaborative considered and adaptable manager, with the ability to influence at a senior level and across disciplines and staff of all levels.
- 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.
- 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.
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.
Membership Manager employer: Fortnum & Mason
Contact Detail:
Fortnum & Mason Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Membership Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they engage with customers. This will help you tailor your answers and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. Focus on showcasing your experience in customer engagement and marketing strategies, as these are key for the Membership Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our team at Fortnum’s and ready to dive into the exciting world of customer engagement.
We think you need these skills to ace Membership Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer engagement and loyalty. Share your experiences that highlight your passion for building relationships and driving growth.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to align their background with what we’re looking for, especially in marketing and customer experience.
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and fluff. Highlight your key achievements and how they relate to the Membership Manager role without overcomplicating things.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Fortnum’s and what we stand for.
How to prepare for a job interview at Fortnum & Mason
✨Know Your Membership Inside Out
Before the interview, make sure you thoroughly understand the Friends of Fortnum’s programme. Familiarise yourself with its benefits, target audience, and how it stands out from competitors. This will show your genuine interest and help you discuss how you can contribute to its growth.
✨Showcase Your Marketing Savvy
Prepare examples of past marketing campaigns you've executed, especially those related to loyalty or subscriptions. Be ready to discuss your creative process and how you measure success. This will demonstrate your expertise and ability to drive results in a similar role.
✨Emphasise Collaboration Skills
Since this role involves working closely with various teams, highlight your experience in cross-functional collaboration. Share specific instances where you successfully influenced stakeholders or led a team to achieve a common goal. This will illustrate your adaptability and leadership qualities.
✨Bring Ideas to the Table
Think about innovative strategies for engaging members and enhancing their experience. Whether it's through events or personalised communications, having fresh ideas ready to share will show your proactive mindset and passion for the role. It’s all about making a memorable impression!
