Senior Marketing Manager, High Value Customers - 10 Month FTC

Role Purpose:

Responsible for strategically cultivating, strengthening, and expanding high value customer and partner relationships across both B2B and B2C segments to drive long‑term growth for the business:

• Most loyal and highest spending customers (B2C) including Members, the Top 1000 customers, and other VIC’s (Very important customers).
• Trade Partners (B2B) Wholesale, Concierge /Corporate clients.

This role blends luxury relationship management, campaign strategy, marketing, product curation, and events to deepen loyalty, increase lifetime value, and deliver exceptional, personalised experiences that reflect Fortnum’s heritage and standards. The role works closely with wider Fortnum’s teams to create moments of delight, exclusivity, and recognition for Fortnum’s most important relationships.

B2C

Customer Strategy & Tier Management

• Own the end‑to‑end communications strategy for Fortnum’s high value customer tiers, working to ensure the business is clear about the segments and their interactions with teh business, and ultimately working to ensure that each segment receives tailored experiences, communications, and benefits that make them feel recognised by the business.
• Develop acquisition and retention strategies for Members, Concierge clients, top 1000 customers and other VIC’s.

Campaigns & Communications

• Lead targeted campaigns that drive engagement, repeat purchase, and cross‑category spend.
• Create personalised communications that reflect the tone, heritage, and luxury positioning of Fortnum’s.
• Partner with CRM to optimise segmentation, triggers, and lifecycle journeys.

Events & Experiences

• Design and deliver exclusive events for high‑value customers, from intimate tastings to seasonal previews and private shopping.
• Collaborate with Hospitality and Retail teams to ensure seamless, elevated experiences.
• Work with relationship holders across the business to manage VIP attendance at flagship events, launches, and brand moments.

Product Development & Curation

• Work with Merchandising and Product teams to develop exclusive products, limited editions, and early‑access opportunities for VIC’s.
• Identify opportunities for bespoke hampers, personalised gifting, and curated assortments tailored to top customers.

Insights & Performance

• Analyse customer behaviour, spend patterns, and tier performance to identify opportunities for growth.
• Track KPIs across retention, frequency, average order value, and programme engagement.
• Present insights and recommendations to senior leadership.

Membership

Membership Strategy & Growth

• Support on delivering the annual Membership marketing calendar, balancing acquisition, retention and ongoing Member engagement.
• Deliver acquisition campaigns against annual targets and bring wider Fortnum’s seasonal campaigns and product launches to life for Members through tailored communications, early access, exclusive content, experiences and other Member-first moments.
• Deliver and support on agreed initiatives that strengthen the Membership proposition, including the Artist Collaboration and Membership Moments/Months, exclusive Seasonal spotlights.

Campaigns, Communications & Experiences

• Drive the roll out of Membership campaigns across email, online, paid and organic social, Retail and Hospitality, from brief through to delivery.
• Ensure the continued creative development of Membership acquisition campaigns, evolving messaging and introducing fresh assets to keep the proposition engaging and relevant across channels.
• Work closely with the wider Marketing team to identify upcoming campaigns, product launches and seasonal opportunities where Membership can add value, developing Member-first angles such as early access, exclusives, seasonal activity and experiences, and building these into the Membership calendar.

B2B

Wholesale

Wholesale Strategy & Partner Management

• Develop and deliver the annual Wholesale marketing calendar, aligned to Fortnum’s campaigns, commercial priorities and partner growth plans, including new store launches, seasonal campaigns and PR
• Develop tailored marketing plans for priority partners and act as the key Marketing contact, agreeing activity, budgets and opportunities.
• Implementing the annual Wholesale marketing calendar, ensuring activity supports commercial priorities (seasonal buys, new launches etc), Fortnum’s campaigns and individual partner growth plans.

Campaigns, Launches & Activations

• Lead the rollout of Fortnum’s seasonal campaigns across the Wholesale estate (where relevant to each market), with bespoke multi-channel support for priority partners.
• Lead marketing for key partner launches, pop-ups and activations, coordinating Creative, PR, Social, VM and other relevant teams.
• Represent Wholesale and international requirements within central campaign planning, ensuring appropriate creative assets and support are delivered.
• Work closely with the wider Marketing team to identify upcoming campaigns, product launches and seasonal opportunities where Membership can add value, developing Member-first angles such as early access, exclusives and experiences/events, and building these into the Membership calendar.

Brand & Performance

• Ensure consistent application of the Fortnum’s brand across international partners and maintain visibility of partner plans, budgets, delivery and performance.

Role Specific Criteria (Experience /Technical Ability)

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

• Experience in marketing, campaign management, or trade marketing, ideally within retail, luxury, FMCG, or hospitality.
• Strong organisational skills and the ability to manage multiple projects simultaneously.
• Confident communicator with the ability to work effectively across teams and with external partners.
• Good understanding of digital marketing channels, CRM, and analytics.
• Strong attention to detail and a proactive,solutionsfocusedmindset.
• Experience supporting retail or hospitality environments is highly beneficial.

Personal Attributes

• Collaborative, adaptable, and comfortable working in afast-pacedenvironment.
• Commercially aware, with an understanding of how marketing supports sales and guest experience.
• Creative thinker with strong followthrough and a commitment to excellence.
• Positive, calm under pressure, and aligned with Fortnum & Mason’s values and brand ethos.

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

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